First Voice March/April 2016

FSB.ORG.UK MARCH/APRIL 2016

Driving business ambition

BRANCH OUT

10 top tips to grow sales and find new markets for your business

RECRUITMENT

CYBERSECURITY

TOURISM

HOW TO

How recruiting disabled people can boost your business

Check that your firm is equipped to ward off online attacks

The highs and lows of working in the tourism sector

Build a team that helps you focus on running the business

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Shouldn’t you be selling online?

Selling online can increase your sales, lower your overheads and give you more time for life.

With 40% faster growth expected over the next three years for businesses that sell online1 why not make the most of your opportunities?

Why choose Worldpay?

The leading payment processor in the UK2

24/7/365 Service & Support

Helping you grow your business

1 Survey of 2,750 UK small and medium businesses, Worldpay Research, 2015 2 Source: Nilson Report June 2015 © Worldpay 2016. All rights reserved. Worldpay (UK) Limited. Registered in England No. 07316500. Registered Office: The Walbrook Building, 25 Walbrook, London EC4N 8AF. Worldpay (UK) Limited is authorised by the Financial Conduct Authority under the Payment Service Regulations 2009 (No. 530923) for the provision of payment services and is authorised and regulated by the Financial Conduct Authority for consumer credit activities.

Worldpay, the logo and any associated branding names are all trade marks of the Worldpay group of companies.

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TO FIND OUT MORE

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MARCH / APRIL 2016

CONTENTS FEATURES

24

16 GROWING SALES Businesses seeking to reach their full potential need to pay more attention to how they go about selling their products and services

20 RECRUITMENT Those struggling to fill vacancies could be overlooking a valuable potential source of talented employees – people with disabilities

24 CYBERSECURITY Small firms can be seen as easy and unsuspecting targets by cyber-criminals, so it’s time to take the online threat seriously

28 TOURISM The tourism industry – a vital sector to the economy and one where small businesses are important – is facing challenges

8

REGULARS

NETWORKING

6 OUTSPOKEN

43 MEMBER NE WS

Fertile ground for female entrepreneurs; a new way for Jose; sock sense; handy apps

Coffee shop owners win innovation award; franchising proves good fit for shoe firm; hotel firm helps flood-hit families

8 ON THE RECORD

43

Top politicians at largest ever national conference; EU referendum call; bike parts trader heads diversity committee

45 DIALOGUE

11 DATA: NEED TO KNOW

46 MEMBER SERVIC ES

Cautious optimism about business conditions; productivity drop; isolated owners; lack of clarity on pensions

Successful rebranding and events secure our high-profile role, plus a listing of useful resources for members to turn to

13 OPINIONATED

48 THE GOODS

Mike Cherry on the end of an era and Fraser Doherty on doing what you love

Handy devices ranging from a wearable 4G camera to power cut protection

37 HOW TO…

50 MY BUSINES S

…Build a winning team of people who are capable of working together successfully to help deliver the company’s goals

How Juliette Polge de Combret developed her idea of fresh, healthy and accessible meals supplied from vending machines

FSB’s key role in backing small town banks; FSB on the web and Twitter

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OUTSPOKEN DID YOU KNOW?

JACQUELINE GOLD

DEBORAH MEADEN

MICHELLE MONE

National Living Wage changes The new financial year will bring an increase in the rate of the National Living Wage for over-25s, which is set to rise to £7.20 per hour

UK is second best European country for female entrepreneurs

Digital tax account From April, every individual and small business will gain access to a digital tax account for a personalised picture of their tax, along with prompts and secure messaging.

Your relationship with HMRC can get smarter by the minute

he glass ceiling is a familiar feature of the working world, T but when it comes to starting a business the UK is in relative good health, according to Global Entrepreneurship Monitor’s 2015 Special Report into Women’s Entrepreneurship.

Of 20 innovation-driven main economies of Europe included in the study, the UK was second in its rates of total early-stage entrepreneurship activity (TEA, for short). TEA rates in the UK were entre around aroun 7.5 per cent of the adult female population, beaten only by Portugal Portu with 8 per cent. In addition, the UK has the fourth lowest rate o of female business closures, and fear of failure among female entrepreneurs e t ep entre e e eu s was as the t e second seco d lowest, o est, behind be d Norway. o ay

A light-hearted look at the world off small business Savings allowance Sole traders could benefit, from April, from a new personal savings allowance.

Basic-rate taxpayers will receive up to £1,000 of savings income tax-free

STAR START-UP

The Special One has become the Sacked One. The season after bringing a first Premier League title in five years, Jose Mourinho, the Chelsea manager, has been released by the club following an inexplicable slump to the lower reaches of the table and ruined title defence.

Jose is famed for attempting to play mind games with the press, his players and fellow managers, so a new career as Derren Brown’s apprentice surely beckons? Just in case the Manchester United job doesn’t come off.

Auto-enrolment deadlines The first day of April will bring an autoenrolment deadline for firms with fewer than 30 employees

HEADS UP

Photography: Getty

Jose Mourinho

Apprentice drive It’s National Apprenticeship Week on 14-18 March. Learn more about the benefits of apprenticeships to your business – visit bit.ly/15OFr0g

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YOU DO WHAT?

When two goes into three t’s the stuff of nightmares. Your favourite pair of socks goes to the wash, but only one comes back; or you return from holiday a single sock short of a pair; and what about the hole that ruins a perfectly good sock twosome?

Enter Edwin Heaven, founder of Throx, who claims to have removed these three terrifying scenarios – and others like them – by being the first provider of socks that come in threes.

To tell us about your unusual business venture, email us at firstvoice@redactive.co.uk

I

“You can never go too far wrong by thinking like a customer who’s new to the business” SIR RICHARD BRANSON, FOUNDER OF VIRGIN GROUP

5 TO WATCH

Handy apps for the small business owner 2

1

3

4

5

24me

Duo Mobile

Desks Near Me

Receipt Bank

Zap

The boss’s personal assistant first became a VA (virtual assistant), and now even that has changed into a VAA (virtual assistant app).

24me helps organise the small business owner by automating and syncing all calendars, to-do lists, tasks and notes

If your business depends on a website, digital security is critical. Twofactor authentication can make your site difficult to hack. Duo Mobile works with your website by demanding one-tap authentication on your mobile to gain access to the back end of your site

Whether you’re travelling for business or just need a few hours’ office time before a meeting, an app to help you find shortterm desk space could be a winner. The Desk Near Me app uses maps to help you track down a nearby place to work, and lets you book it

Dreading the day when you have to work out your expenses? Why not let an app do the dirty work? Receipt Bank is designed to process expenses effectively.

Photograph a receipt and let the app extract the key data and compile an editable expenses list

Paper business cards aren’t going anywhere, but how often do they get shoved in a pocket then lost or forgotten?

The Zap app instantly flicks your virtual business card, plus lots of additional contact data, making it easier to follow up with contacts march/april 2016 | firstvoice | 7

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ON THE RECORD THE LATEST POLICY NEWS AFFECTING YOUR BUSINESS

NATIONAL CONFERENCE

McDonnell and Sturgeon top bill at largest ever FSB event V

ISITORS TO THE FSB CONFERENCE, TO

be held in Glasgow later this month, will hear from senior politicians including Shadow Chancellor John McDonnell and Scotland’s First Minister Nicola Sturgeon.

More than 1,000 small businesses are expected to attend the conference, taking place at the Scottish Exhibition and Conference Centre (SECC), which is co-located with FSB’s largest ever business exhibition. A programme of big-name speakers, interactive seminars, networking sessions, and a range of exhibitors offering exclusive deals means that this is predicted to be the largest ever FSB event.

“The Scottish Government is committed to supporting our small businesses, as your success is so integral to the success of the economy,” said Ms Sturgeon. “The theme of the FSB conference is ‘invention, innovation, investment’. Innovation and

investment are two of the four central pillars of Scotland’s economic strategy.”

The event will be hosted by television’s Newsnight presenter and Glasgow resident Kirsty Wark. Other prominent speakers include entrepreneur Fraser Doherty and Scottish Labour’s finance chief Jackie Baillie MSP. Ofcom Chief Executive Sharon White will also be speaking, and Google Digital Garage will present seminars to help firms develop their web presence and win customers online.

Attendees will also be able to meet partner sponsors, including printer manufacturer Epson and financial services company Legal & General, which is sponsoring the Pensions Village.

Leading lights: Nicola Sturgeon and John McDonnell will speak at the event

The conference is free to attend and open to members and non-members, who can receive an exclusive discount if they sign up over the weekend. For more information, visit fsbexpo.com

D E V O LV E D E L E C T I O N S

Small business centre stage FSB’s national offices have put forward their manifestos for the devolved elections, which will take place in May. In Scotland, the organisation has called for a new Cabinet Secretary for Business to be tasked with safeguarding local economies and ensure more public sector spend is directed towards smaller firms.

Andy Willox, FSB Scottish Policy Convenor, said: “Headline statistics suggest Scotland has made up some ground since the downturn but tell us nothing about

the reality of doing business in Portree, the job prospects in Perth or the high street in Paisley. If the next administration is committed to a fairer and more prosperous Scotland, it must get under the bonnet of individual communities.”

In Wales, the manifesto calls for a new statutory responsibility on local authorities to promote economic development and regeneration, the creation of a Wales Small Business Administration (SBA), and an overhaul of the current business rates system.

The first proposal would see the devolution of responsibility for local economies from the Welsh Government to local authorities, while the SBA would seek to link small business finance, business support, procurement and advocacy under an umbrella body, aiming for a better deal for small firms.

In Northern Ireland, which has the highest concentration of small businesses in the UK, the body is calling on politicians to recognise the potential of this sector. FSB research found that 80 per cent of small firms are planning to grow, but that more than one-third find employment costs and

regulations significant barriers to expansion.

In London, FSB is calling on the incoming Mayor to implement 12 measures in their first 100 days, including lowering the cost of doing business in the capital and appointing a Deputy Mayor with a remit to safeguard the interests of small firms.

Sue Terpilowski OBE, London Policy Chairman at FSB, said: “The spiralling cost of housing and business premises is a barrier to growth. It is imperative that the new Mayor and Assembly seek ways of helping London’s micro and small businesses to flourish.”

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th

17 19 NATIONAL CONFERENCE AND

SMALL BUSINESS EXPO 2016 SECC, Glasgow fsbexpo.com fsbevents@fsb.org.uk

May th

5 ELECTIONS

London, Northern Ireland, Scotland, Wales, English Council and Police and Crime Commissioner elections

June th

7FSB SUMMER

PARLIAMENTARY RECEPTION MPs and peers meet FSB members at Westminster, hosted by Small Business Minister Anna Soubry

POLICY CONFERENCE

Chancellor urges small firms to be vocal on Europe

Photography: Getty

C

HANCELLOR GEORGE OSBORNE

(pictured) called on small firms to play their part in the upcoming EU referendum in a speech at FSB’s Policy Conference in February.

“I want to make sure that you have your voice heard, because you’re going to be on the sharp end of the economic consequences of the decision,” he said.

Mr Osborne also spoke about plans to introduce quarterly digital tax returns and pledged to work with members to get the new system right. “We want to make it easier for small businesses to pay their taxes,” he said. “It would be completely bizarre if we lived in a world where you can order all these things on the internet, and our tax authorities remain stuck in the 19th century.”

Attendees at the conference also heard from Prime Minister David Cameron, who hailed the role of FSB in helping to make the UK “the best place in the world” to start a small business. But Mr Cameron also called on members to do more to create a successful economy. “That’s what this Policy Conference is all about – taking on the challenges, like the skills gap, the problems with finance, the regions that are not fulfilling their potential, and turning them into opportunities for more apprenticeships and work placements; more access to funding; and a rebalanced economy.”

Dr Frederik Pferdt, Google’s Head of Innovation and Creativity Programmes, urged small firms to try something new and say “yes” to new approaches.

Other prominent speakers at the event included John Cridland, the former CBI Director General and Chairman of Transport for the North; Lord Adonis, Chair of the National Infrastructure Commission; Heathrow Chief Executive John Holland-Kaye; and the Competition Marketing Authority’s Alex Chisholm.

FSB Policy Director Mike Cherry said that events such as this conference proved the organisation had “power, reach and influence as never before”.

“When FSB speaks with its collective voice, politicians listen,” he said.

“Whatever the challenges, FSB will be front and centre as our members give voice to the broader business community.”

TAX

Diary Dates

March th

th 20 INTERNATIONAL FESTIVAL FOR BUSINESS FSB DAY Exhibition Centre, Liverpool ifb2016.com

FSB outlines proposals for simpler tax regime FSB has submitted proposals to the Government ahead of the Chancellor’s Budget Statement on reducing the overall tax administration burden placed on small businesses.

One of FSB’s recommendations includes basing a company’s tax bill on sales, payroll and interest costs only, removing the need for separate assessments for business rates, corporation tax, VAT and National Insurance contributions.

The proposals aim to make the tax system much simpler for smaller firms, by making assumptions about costs based on turnover, in a similar way to the existing flat-rate VAT scheme.

Another suggestion put forward by FSB includes replacing corporation tax with a distribution tax. This would require companies to distribute a proportion of profits to shareholders each year, to prevent businesses retaining profits for long periods of time.

The proposals come after the Government recently announced plans to move small firms and the self-employed on to a mandatory system of quarterly digital tax reporting by 2020.

FSB research suggests that members already spend around £3,600 completing tax returns each year, with many still sending in paper-based forms. “There is deep concern that these mandatory proposals will substantially increase these burdens – particularly for the smallest businesses – and FSB will be aggressively campaigning against the measure as a result,” said Mike Cherry, FSB Policy Director. march/april 2016 | firstvoice | 9

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ON THE RECORD

INFRASTRUCTURE

POLICY NEWS

TELL A FRIEND ABOUT FSB MEMBERSHIP: Our members and staff are our best ambassadors as they understand the benefits of FSB membership. One of the best ways in which leads are generated is through our members, staff and partners who have day-to-day contact with similar people who are running businesses but who are not yet members of FSB. Registered lead generators are eligible to receive £30 for every member referral they provide who becomes a full member of FSB (see website for terms and conditions). If you are a member, to become a lead generator, simply visit FSB’s website at fsb.org.uk/lead-generator

DIVERSITY

Bike parts trader takes on diversity Director of Recycle Scooters in Aberdare, South Wales, has been appointed to head FSB’s committee responsible for diversity policy.

Ms Walbey(pictured) has run her business since 2004, when she started trading bike parts online to make ends meet after her husband was seriously injured in an accident at work. Today, her firm trades parts internationally, and has several big contracts for motorcycle dismantling.

Her passion for diversity issues is borne from her own experiences of being a female business owner in a sector that is dominated by men. She believes no one should be prevented from succeeding in businesses as a result of their gender, race, sexuality or disability.

“I am the only woman in Wales who runs a motorcycle scrapyard, and I have overcome many barriers during the time I’ve been running my business,” she said.

“I feel we need to encourage people from all backgrounds into business, so that everyone can reach their full potential and the diversity of businesses in the UK can truly represent the diversity of the UK population.”

Ms Walbey is relishing her new role working with other small business owners within FSB to further the diversity agenda.

“I am looking forward to getting down to work,” she added. “I hope to better represent the diversity that exists within FSB, and increase the diversity of our membership further. I would also like to ensure diversity is at the heart of small business and small business policy across the UK.” In addition to running her business, Ms Walbey is a part-time lecturer at the University of South Wales Business School, and a Big Ideas role model as part of a Welsh Government scheme to encourage entrepreneurship among young people.

FSB has welcomed the Government’s decision to increase the proposed broadband Universal Service Obligation from 5 to 10Mbps, but warned that this must include small business properties.

“This was a focus for FSB in 2015, since the initial announcement to introduce a minimum speed was made in March,” said David Tucker, FSB Infrastructure Policy Chairman. “We need to ensure any obligation includes small business premises.”

The minimum speed would particularly benefit businesses in rural locations, he added, but would also affect some firms struggling to get decent connections in towns or cities.

The Universal Service Obligation initially gave every home in the country the right to have a landline telephone service, but has now been extended to include broadband services.

FSB’s new communications provider 2 Circles can help you get the best deal for your business.

The FSB Communications team will be at the National Conference in Glasgow on 17-19 March, with a speaking slot on the Friday and a dedicated stand in the exhibition hall. See fsbexpo.com

TRANSPORT

H

ELEN WALBEY, MANAGING

Right to broadband needs monitoring

Van lobbying saves Christmas for small traders Action by FSB meant small businesses in Scotland were able to make Christmas deliveries despite the closure of the Forth Road Bridge in Scotland.

For traders who relied on the bridge to make deliveries and reach customers, the enforced closure of the bridge in the run-up to Christmas could hardly have come at a worse time. The bridge was shut to traffic from 4 to 23 December after the discovery of a crack in a support under the carriageway, hampering traders at one of the busiest times of year.

Drivers of heavy goods vehicles and buses were permitted to use the A985 priority corridor between Rosyth and Kincardine, and FSB successfully argued that this facility should also be available to drivers of light goods vehicles.

“Allowing vans and other light goods vehicles to use the priority route meant more essential journeys were completed in less time,” said Gordon Henderson, FSB’s Senior Development Manager in Scotland.

In the longer term, the new Queensferry Crossing that is under construction should offer improved traffic flow, to the benefit of business owners and local residents alike.

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ON THE RECORD

Help shape our research. Join Big Voice, our free online research community at fsb.org.uk/benefits/big-voice

NEED TO KNOW TRENDS

QUICK STATS

26%

Guarded optimism on business conditions S

MALL FIRMS WERE SLIGHTLY

The proportion of small firms that say they would recommend their bank to others –up from 23 per cent in 2014, according to an FSB poll

But the survey also found evidence of regional variations, with firms in the north-east, Yorkshire, Scotland and Wales showing a year-on-year drop in confidence but growing belief in the south of England and the Midlands.

In Wales, confidence dropped into negative territory for the first time in two years, while levels in Scotland are at their lowest levels since the start of 2013.

more confident about business conditions in the final quarter of 2015 than in the previous quarter, according to FSB’s Small Business Index.

The index rose to 21.7 from 20.3 at the end of Q3, and up from 17.6 in Q4 2014. Overall, 59 per cent of firms expect conditions to remain the same over the next quarter, with 24 per cent expecting a growth in revenue.

£4bn The hidden cost of international money transfers to UK firms from banks, claims foreign currency exchange service MoneyMover.com

Small Business Index (business confidence)

40 30

Q4 2014

Q4 2015

20

£255bn

10 0 -10 -20

The amount owed by British small firms in late payment, according to insurance firm Zurich

*responses unavailable for Q4 2014 owing to sample size limitations

North East*

Wales

Scotland Yorkshire

North West

Northern Ireland*

South West

London

Productivity falling

Lonely owners Almost two-thirds (62 per cent) of small business owners often make difficult decisions on their own, and nine per cent have nobody to turn to for advice, AXA PPP research has found. When asked where they would like support, 42 per cent said in running the business, with the same number highlighting better access to finance. Around 29 per cent wanted more support from Government.

West East South East Midlands Midlands

On average, smaller businesses still to start the process expect costs to be around £903. However, firms that have already introduced a workplace pension reported average costs of £1,436, with one in five (19%) reporting costs of more than £2,000.

AUTO-ENROLMENT

Pensions uncertainty Almost half of business owners without a workplace pension scheme (45 per cent) are still unclear about their

Percentage of FSB members

The UK is 20 percentage points below the G7 productivity average, the widest gap since the series began in 1991, CBI data reveals. The gap is not closing. Production output fell 0.7 per cent between October and November 2015, ONS data shows. In addition, only 54 per cent of Britons think their workspace “allows them to work effectively”, a Leesman Index survey has found.

Eastern

40 35 30 25 20 15 10 5 0

responsibilities, with a quarter (25 per cent) not confident their business can cope, an FSB poll has found.

Incurred cost (firms already complying) Expected cost (firms yet to start complying)

Less than £50

£50£99

£100£199

£200£499

£500£999

£1,000£1,999

£2,000£4,999

£5,000- More than £8,000 £8,000

Don’t know

Estimated costs of auto-enrolment march/april 2016 | firstvoice | 11

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Enjoy Everyday Rewards for doing Everyday Banking things on your personal current account Receive up to

£5.50 a month

To be rewarded £4, you must do the following each month: Pay in a minimum of £800 to the nominated account (transfers from other Co-operative Bank, Britannia and smile accounts do not count).

Stay in credit or within any agreed formal overdraft limit on the nominated account.

Log into Online Banking or the Mobile Banking app at least once during the month.

Remain opted in for Paperless Statements.

Pay out at least four Direct Debits from the nominated account.

Plus if you meet the qualifying criteria above and use your debit card to pay for things, you could receive up to a maximum of £1.50 per month. Terms apply.

Qualifying current accounts only. Subject to status. UK residents aged 16+. Terms apply. Everyday Rewards is not available on Business Banking Current Accounts.

Find out more at co-operativebank.co.uk/rewards

The Co-operative Bank p.l.c. is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (No.121885).The Co-operative Bank, Platform, smile and Britannia are trading names of The Co-operative Bank p.l.c., P.O. Box 101, 1 Balloon Street, Manchester M60 4EP. Registered in England and Wales No. 990937. Credit facilities are provided by The Co-operative Bank p.l.c. and are subject to status and our lending policy. The Bank reserves the right to decline any application for an account or credit facility. The Co-operative Bank p.l.c. is a member of the Council of Mortgage Lenders and subscribes to the Lending Code which is monitored by the Lending Standards Board.

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10/02/2016 09:59

OPINIONATED

MIKE CHERRY

END OF AN ERA

A rollercoaster ride

Illustration: Jim Spencer

An internal restructuring has made the past six years quite a challenge, but FSB achievements for our members during this period give much cause for pride HIS COLUMN WILL BE MY FINAL ONE IN T my role as Policy Director, a position I have held with considerable pride for the past six years, representing you.

At times, it has been a rollercoaster ride. Within FSB, the journey started off back in 2010 with the field staff reorganisation and the abolition of the area policy units in England. The key challenge was working to ensure that regions remained integrated around the UK policy committee, and that members’ views continued to be taken onboard. We also established the principle that members rather than FSB staff would act as spokespeople for the organisation in the first instance.

Over the past five years, we have managed to secure important wins for our members. We have crafted a contact network across Government departments, including Number 10, HM Treasury and the Department of Business, Innovation and Skills.

This put us in a great position when engaging with the first coalition Government for a generation.

One highlight for me was success in introducing and safeguarding the Employers’ Allowance, which has taken £2,000 off every small employer’s National Insurance bill. This is soon to increase to £3,000.

We’ve also been able to protect the Small Business Rate Relief each year, and double it over time. This saves 600,000 firms around £439 million a year.

We have led the way in helping to mitigate the impact of challenges such as the national living wage and pensions auto-enrolment, and we are campaigning hard on mandatory quarterly reporting.

We are now part of the process ahead of the Budget and Autumn Statement, when we regularly go in to see the Chancellor and make our case.

In 2015 we unveiled our best ever election

manifesto, proposing posing practical measures to t boost economic growth, ve years of robust wth backed up by fi five evidence from our members. All 27 policy asks within the manifesto were adopted by the main parties. FSB regions held almost 100 hustings events.

I am proud that FSB held its first ever dedicated Policy Conference, where we hosted the first UK Prime Minister to speak on an FSB national platform in our history. Including National Conference, and our second Policy Conference last month, we have since secured the other main UK party leaders, the Chancellor and the Shadow Chancellors.

Another innovation has been to create ‘Downing Street Meets’, where we take FSB members to No. 10 to discuss specific issues.

On a personal note, my time as Policy Director has brought some memorable moments. One of the most challenging things is to give evidence in front of a Select Committee, and I have appeared so regularly to push members’ issues that the Treasury Select Committee appointed me as an Advisor to one of its inquiries. One of the most rewarding bits has been getting out and about and speaking to members in branches and in regions.

I wish my successor all the best, and I’m sure he will continue to benefit from the support and evidence of members, which is critical to how we deliver on your issues and get our voices heard by those in power.

‘We are now part of the process ahead of the Budget and Autumn Statement, when we regularly go in to see the Chancellor and make our case’

MIKE CHERRY is Policy Director at FSB

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are you a

business?

“I’m proud to say that I was one of the first to choose a .uk domain name as soon as it launched. I knew that it could only be beneficial for my business” RICHARD HEATH Owner Devonshire Tea

“We engage more closely with our audience with a .uk” YIUWIN THE PITCH

FACT: 74% of people searching online for products and services are more likely to click on a site ending with .uk Whether you’ve already got a website or you need one, it pays to tell your customers that you’re a .uk business

It’s easy to get your .uk website address Find out more now at

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www.theukdomain.uk

17/02/2016 09:43

OPINIONATED

FRASER DOHERTY MBE

DO WHAT YOU LOVE

Jam tomorrow

Illustration: Jim Spencer

Scottish entrepreneur Fraser Doherty built his business out of a passion for making jam and years of hard work.

It’s a recipe others should look to follow OR ME, THE DEFINITION OF SUCCESS IS F getting up every morning and doing what you believe you were born to do. Life is too short to devote yourself to anything less. In my case, I enjoy being an entrepreneur so much that there’s nothing I’d rather do.

I sometimes imagine what I might say if I were to meet the 14-year-old me. If I were to tell him that the tiny jam-making enterprise he had just started would grow into what it has since become, he simply wouldn’t believe me.

There’s no way he’d imagine that what started with a few jars of homemade jam sold to neighbours would grow into a company that has since sold millions of jars through thousands of stores around the world.

He’d have no idea that SuperJam would end up winning more than 20 innovation awards and be on display in the National Museum of Scotland, or that his story would be made into a television drama in Japan.

This adventure that I have been on has been all about doing what I love – making jam. Its success hasn’t been down to experience or planning, but rather to years of continuous improvement: tweaking of recipes, improving of packaging and crafting of brand stories. I was happy to put years of work into this project only because I thought it was fun. If it hadn’t been, I’d have done something else.

Starting a business is hard work. You will have to make sacrifices in your family life, your social life and, most likely, your health. You’re going to make these sacrifices only if you feel this idea is what you should be devoting your life to. Otherwise, it’s likely you will quit at the first hurdle.

So, if I have any advice for someone starting out on the entrepreneurial journey it is this: start small. So many people imagine that to start their business, they’ll

need to jump in at the deep end – quit school or the their h ir job, remortgage their car. In fact fact, you eir house or sell their car can test your idea on a tiny scale with very little money to prove to yourself that there’s a market for it.

I’d also recommend finding a mentor, someone who has been there and done it before, who can maybe give you some advice. By sharing some of the lessons that they have learnt and mistakes they have made in their own careers, you can avoid making the same mistakes yourself.

Sometimes people wonder how they can come up with a business idea when many have been done before.

Most things have been done, but done badly. My story shows that it is possible to make something extraordinary out of something as ‘ordinary’ as jam.

The one thing that you can have is a unique story. If you can figure out what your story is and tell it in a compelling way, it can be the most powerful form of advertising. Your story can help you build a brand that competitors can’t beat.

But, above all, find the thing that you feel you were born to do. Because if you work on something you love, you won’t mind putting in the pain and years of hard work. And, if you do that, your idea might just succeed.

‘I was happy to put years of work into this project only because I thought it was fun’

FRASER DOHERTY MBE is the founder of SuperJam, a 100 per cent fruit jam company he started in Scotland at the age of 14, using his grandmother’s recipes. He will be speaking at FSB’s National Conference, 17-19 March. fraserdoherty.com fsbexpo.com

march/april 2016 | firstvoice | 15

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GROWING SALES COVER STORY

OUR SMALL BUSINESS may have a world-beating product or a service that’s second to none. But without the right strategy, website or marketing, it might never reach the customer base that you need to sell to. With the help of some market experts, we compile a list of 10 steps that any business can take to boost sales.

Y

Research your market

1 Illustration: Alberto Antoniazzi

Whether you’re a start-up or an established business, it’s vital to keep on top of movements in your market. Edward Berks, UK Sales Director for online accounting software business Xero, recommends reading competitor cheat sheets, videos, press articles, product reviews and white papers.

“Make sure information is well organised and accessible,” he says. If you explore new revenue streams based on your research, keep a close eye on the bottom line and changes in win rates to see how well things are working, he adds.

Pick the right opportunities

2

With limited time, money and resources, small businesses need to choose what will deliver maximum benefit in exchange for the commitment

of time and resources, says Adrian Roach, FSB member and Director of business support company Extended Services & Projects (es-p).

“We’ve seen companies spend thousands on a great product, but not have the marketing channels or lead-generation strategy to get it off the ground,” he says. “We’ve seen others going after new business but not choosing the ones that play to their strengths.

Making a considered value judgment means you’re more likely to do the ‘right’ things to help you boost your sales.”

Build a sales team

3

Television’s Dragons’ Den star and multiple SME investor Peter Jones shares his secrets on his website’s business advice section. He recommends building a team, with a focus on clear targets, objectives and rewards. “One of the biggest reasons for the success my own company enjoys is that we deliver more than our

competition per capita head,” he says.

“We know at the start of the year exactly what we want to achieve and how we’re going to achieve it. Every month, staff are set clear objectives which they’re rewarded upon delivering.

Match that with a portfolio of products and solutions, and a clear understanding of the strategy behind the business, and your sales staff will maximise sales.”

Develop a strategy

4

With your research done and your sales team – even if that’s just you – ready to go, a clear business strategy is needed. “The strategy you develop doesn’t need to be all-encompassing,” says Mr Roach. “It can be one page of A4 that says where you are and how you’re going to get there. A basic roadmap can help you remain ‘rigidly flexible’, meaning you don’t veer too far from your plan, but you remain aware and adapt it as your journey changes, so you derive the

Any business needs to be able to sell its products or services to customers, but many struggle to reach their full potential by failing to push this element hard enough. Tim Smedley looks at how any business can focus on boosting the top line

SELLING POINTS march/april 2016 | firstvoice | 17

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COVER STORY GROWING SALES

benefits you’re hoping to achieve to increase your sales.

“Don’t let a lack of confidence or the thought of ‘I’ve not done this before’ impede you from getting started and delivering your plans,” he adds. “You will learn more as you go.”

FSB’s weekly blog can also help you to create a strategy and up your game. Visit fsb.org.uk/resources/blogs

Sell more to existing customers

5

It’s easy to forget existing customers in the pursuit of new clients. But there could be untapped sales potential among your existing customer base. Tapping this could be as simple as offering customers a special deal so they buy more from you, much as with a retailer’s bulk-buy discount.

But the trick, according to the Hiscox business blog, is to ensure customers feel valued. “Take the time to understand your client’s needs. If they’re leaning towards product A, but you realise that product B would be more suitable or do the job better, they will be more likely to follow your recommendation, even if it is more expensive,” it advises.

Use the latest technology

6

Whether you’re selling software or soft furnishings, the same 21stcentury technology is available to you – and if you don’t make use of it, then your competitors will. “Sales reps need to be able to sell anywhere and everywhere, so smartphones and tablets are the first tools to arm them with to be in constant touch with prospects as well as the business,” says Mr Berks at Xero. These devices can be upgraded with VPN access as well as all the latest sales and competitor data, he adds.

If making a capital investment in such technology, weigh it against projected productivity gains to calculate the return on investment. Free online tools, such as Skype and Google Hangouts, are also a great way to bring teams together

‘We’ve seen companies spend thousands on a great product, but not be able to get it off the ground’

without taking them away from their core selling job, adds Mr Berks.

7

Be easy to find on Google

In modern business you have to be easy to find, so your business and website have to be search engine optimised (SEO). Mark Walters, SEO Consultant at SEOmark, says visitors who arrive at sites having searched for specific terms are more likely to buy something. “Aim to be ranking in the top few search results. The difference between ranking 10th and 1st could well be hundreds of extra visitors to your website per month,” he says.

How can you do this? Mr Walters suggests focusing on keyword selection, creating good content, on-site optimisation, and backlinks. “Target only keywords that people are searching for,” he says. “Create content that meets the intent and needs of those people, and use keywords and variations of them in your URLs, page titles and header tags.

Then get other websites to link to yours.”

8

Boost your online sales

Making sure your website is easy to navigate can help you turn visitors into sales and ensure repeat business. On its own site, Microsoft warns of the importance of making everything work as it should and making purchasing simple.

“Customers won’t wade through faulty, bulky or clunky architecture,” it says. “Streamline site paths and check that every link works. Consider easy ways to get to the shopping cart, and reliable product-search functionality.”

It’s also vital to make sure it’s easy for customers to pay. FSB’s card payment processing and mobile payment terminals benefits offer a cost-effective way to take credit and debit card payments safely and securely through your website. Visitfsb.org.uk/benefits for more information.

9

Rethink your networks

Small firms don’t put enough emphasis on revisiting partnerships and networks, which can then be used to stimulate customer demand, says Patrick Gallagher, Chief Executive of same-day distribution company CitySprint.

“Partnering with other small businesses can help generate sales leads, market wares and win new business,” he says. “Sharing leads and best practice are ways to achieve these goals.” This can be done face-to-face, but can also be cultivated online through LinkedIn or Twitter.

You can also link up with fellow FSB members on our new Twitter handle @FSB_Voice as well as on our official Facebook and LinkedIn pages.

10

Shout the loudest

The final step, suggests TV dragon Mr Jones, is to make some noise about whatever it is you’re selling. “The best product in the world won’t sell well if the customer doesn’t hear or understand what’s in it for them,” he warns.

“To have the right words for a sales pitch, marketing messages and literature, the key benefits of the product or service need to be honed in on.”

Before you can do this, you need to reach your target audience. FSB Business Leads is designed to help members find new customers, deliver high-quality marketing campaigns and build their business profile. Find out more at fsb.org.uk/benefits TIM SMEDLEY is a freelance business journalist

18 | firstvoice | march/april 2016

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FEATURE RECRUITMENT

Hidden talent

Many small businesses struggle to recruit the skills they need, yet often overlook a potential source of talented employees.

Peter Crush explores how those with disabilities could be the solution, and the support that is out there to make it happen

WO WEEKS AFTER JOINING surgical instrument company Sigh as a customer services administrator in 2014, Janette Ladbrook burst into Managing Director David Peddy’s office, sobbing.

During her interview, she’d hidden the fact she has only 40-50 per cent hearing.

She is fine speaking on the phone, but background office chatter was completely passing her by. A fortnight in, she felt isolated and deceitful. “I felt I wouldn’t have got the job if I’d admitted my disability,” she says.

What Ms Ladbrook didn’t realise at the time was that her boss had just two

Photography: Getty

T

criteria when recruiting. “We wanted someone who was totally competent using Sage, and someone who could talk to customers intelligently about our services,” says Mr Peddy. “She has a great phone manner, exceptional skills and is efficient, getting through jobs in record time. We’re a company of only 10 people. We can’t afford not to have the best people. Hiring her was a no-brainer.”

Sigh is among what disability charities would cite as one of the depressingly few educated small businesses that don’t see disability, but see only ability, and that Ms Ladbrook’s first instinct to hide her ‘deficiencies’ is an all-too common one. A staggering 36 per cent of

IN NUMBERS

6 million

The number of people of working age in the UK who are disabled or have a health condition, according to the Government’s Disability Confident campaign

83%

520,000

The proportion of disabled people who acquire their disability while at work

The number of vacancies that small businesses can’t fill because of a lack of relevant skills (Centre for

(Disability Confident)

Economic and Business Research)

20 | firstvoice | march/april 2016

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RECRUITMENT FEATURE

unemployed deaf people have been searching unsuccessfully for work for two years, while one-fifth have been trying to find work for five years, according to the Royal National Institute of the Deaf.

Pick any other disability and there are similar statistics. A shocking 66 per cent of blind and partially sighted people of working age are not in employment, figures from Action for Blind People show.

All told, disabled people are far less likely to be in work.

In 2013, the employment rate for working-age disabled people was 49 per cent, compared with 82 per cent among the non-disabled, according to

‘Many firms don’t realise they can access grants to improve the day-to-day working of a person with hearing problems’ the Papworth Trust. By the age of 26, a disabled person is four times more likely to be unemployed than a non-disabled person.

“These figures are even more shocking when you consider businesses say they’re crying out for skilled people, yet the experience of many people with disabilities is that they’re still sidelined,” says Caroline Hearst, Founder of campaigning group Autism Matters.

Officially, 1.9 per cent of people have autism, but she thinks the figure could be nearer 10 per cent. The charity liveability, meanwhile, estimates that nationally around 19 per cent of the population has a disability.

Making changes Myths about employing disabled people abound among small businesses.

Research last year by the Government’s Disability Confident campaign found that 42 per cent of disabled people seeking work encountered misconceptions about what they could do. But the biggest barrier, say critics, is small firms’ fear of having to make adjustments they cannot afford, despite it being illegal to discriminate on the basis of a mental/ physical disability (Equality Act, 2010).

Yet not only are there no grounds for this fear, but many say there is support available for small businesses that is simply not being accessed.

“The government’s Access to Work scheme [see box for more details] has been running for some time now,” says Dan Sumners, Senior Policy Advisor at Signature, a charity that provides

Where to turn for support GRANTS Access to Work: Once staff have been in their new role for six weeks, bosses can apply for 100 per cent of approved costs if they have fewer than 50 staff. Those with 20-249 staff have to pay the first £500, but after that Access to Work will pay for 80 per cent of approved costs, up to £10,000 gov.uk/access-to-work/overview Pluss: The social enterprise helping people with disability will pay small firms up to £2,275 if they hire a young person on its scheme and the recruit is still there after six months pluss.org.uk TAX RELIEF If you provide a disabled employee with products that enable them to perform their duties – such as hearing aids, wheelchairs or even a company car – the products don’t attract NI contributions under benefit-in-kind rules, even if they’re also used for personal purposes ADVICE The Business Disability Forum: The not-for-profit member organisation shares best practice in employing disabled people businessdisabilityforum.org.uk Blind in Business: Provides services to job-seekers and employers to ease the transition between education and employment for visually impaired people blindinbusiness.org.uk Scope: Helps match disabled people and local employers scope.org.uk TALENT Several bodies match employers with talent that has come from the army – which discharges lots of disabled people. These organisations include ForceSelect, the Career Transition Partnership, forcesrecruitment.co.uk and civvystreet.org.uk march/april 2016 | firstvoice | 21

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FEATURE RECRUITMENT

training on learning sign language. “It will pay for applicants to bring an interpreter to a job interview, but many firms don’t realise they can access grants to improve the day-to-day working of a person with hearing problems, such as hearing loops or speech recognition software. It’s under-used, possibly because people don’t realise it’s there.”

Part of the problem with awareness of support is that small businesses sometimes still think of disability in terms of just wheelchairs – providing expensive ramps or installing lifts.

However, only 2 per cent of disabled people are wheelchair users, says the English Federation of Disability Sport, and the average cost of an adaptation is less than people think. According to conciliation service ACAS, most ‘reasonable adjustments’ cost nothing or very little, with only 4 per cent leading to any expense. Even then, it finds the average is only £184 per disabled employee.

In addition, many disabled employees will already have kit to help them overcome their impairments, says Matt Reed, Director of Employer Services at Remploy, the UK’s largest facilitator of disabled recruitment. “People will already be using adaptive technology – special laptops, clocks or other devices – they can bring into the workplace.”

Helping hand “There’s plenty of advice small firms can access [see box, previous page] but, in the first instance, it’s about being disability-confident,” says Helen Walbey, Diversity Policy Chair at the Federation of Small Businesses (FSB). “Small firms already have a great record in hiring long-term unemployed people. But they could do more to change what the Government calls the ‘disability gap’ – the 33 per cent difference in the levels of employment between disabled and non-disabled people.”

To achieve this goal, one million more disabled people will need to be

CASE STUDY

Overcoming obstacles Jane Hatton – who herself has a degenerative spinal condition – runs Evenbreak, a not-for-profit social enterprise that helps disabled people find work.

The company employs someone with cerebral palsy, as well as someone who has ME/chronic fatigue syndrome. “I’ve also taken on a deaf person and, while it can

be difficult at times because she doesn’t lip read very well, we have email, and instant messaging, so it’s not a deal-breaker,” she says.

Ms Hatton has found the Access to Work service particularly useful.

“We’ve used it to enable people to get taxis who can’t use public transport,” she says. “It’s there, so firms should access it.”

employed. It’s why FSB has partnered with the Government’s 2013-launched Disability Confident campaign, which not only provides resources and further advice, but also clarifies firms’ legal duties and showcases best practice.

Being disabled-confident, says Ms Hearst from Autism Matters, means thinking about what might affect specific people. “You research how they

CASE STUDY

Rebuilding a life In 2011, Royal Marine Steve McCulley’s chest was torn apart when an IED exploded near his patrol in Afghanistan. He was in an induced coma and spent three years rehabilitating.

Since then, he’s launched his own carbon bike building company, LIOS Bikes, after receiving funding from the Royal Marines Charitable Trust. Although he doesn’t employ anyone yet, the FSB member says that if he does, it’s purely attitude he’ll look for. “Injured friends of mine tell me things have improved,” he says, “although they’ve made sure they apply for jobs where lack of use of an arm/leg isn’t an issue.”

He doesn’t believe in special treatment, but only in giving everyone a fair chance. “Even though I’ve been injured, I wouldn’t positively discriminate,” he says. “Recruitment has to be a skills and attitude decision.”

see the world,” she says. “Formal interviews might not be good for assessing someone’s ability, because autistic people aren’t good one-to-one.

Get them to do a work-based interview, though, and they’ll most likely shine.”

Increasingly, disability is something that businesses of all sizes will not be able to ignore. The Papworth Trust estimates that around 19 per cent of people have a disability but only 17 per cent of disabled people are born with one, and around 2 per cent of working people acquire a disability each year.

All of this provides another reason for small firms to come to terms with disability: to better reflect their customer base. “People with disabilities are also consumers,” says Ms Walbey. “The key is not fearing disability but embracing it, and valuing the contribution of people with disabilities.”

PETER CRUSH is a freelance business journalist

22 | firstvoice | march/april 2016

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15/02/2016 15/02/2016 12:29 12:19

FEATURE CYBERSECURITY

R E D UN ATTACK Small firms are increasingly finding themselves the targets of cyber-criminals, who see them as easy and unsuspecting targets. It’s time to take the online threat more seriously, says Jo Faragher

E’VE ALL READ ABOUT security breaches at household names such as the one that hit TalkTalk last year, or the incident at extramarital affair site Ashley Madison, where a hacking group leaked users’ details online and threatened to expose their identities to their unsuspecting spouses. But small companies are potentially more at risk of attack. According to the Government’s information security breaches survey published in 2015, 74 per cent of small firms have already endured some form of data breach – and that proportion is only likely to increase.

Complacency is a significant problem.

“Smaller companies can be at higher risk than others precisely because they think they won’t be hit, and cybercriminals know this,” says Rob Daniels, Head of Portfolio and Commercial Strategy at BT Security. Furthermore, because they focus on growing their business or acquiring new clients, most

Illustration: John Devolle

W

Hair today, gone tomorrow A hairdressing chain in Glasgow received a shock last October when it was targeted by hackers. Ken Main, owner of Ellen Conlin Hair and Beauty, was forced to pay a €1,000 (about £780) ransom after he was locked out of the company database. The chain was a victim of ‘ransomware’ – a virus that prevents or limits

access to the user’s system and forces victims to pay a ransom to get access and/or data back.

Although clients’ data was not compromised, Main faced losing business owing to the salon system breakdown. After paying up, the firm was given a code to unlock the data, but much of it had been corrupted and was unusable.

24 | firstvoice | march/april 2016

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CYBERSECURITY FEATURE

small businesses will not have a dedicated IT Manager. Often the business owner is the one in charge of choosing, managing and updating technology systems.

The motives behind targeting large corporations seem obvious, but where does the attraction lie with smaller companies? There are two key areas of interest: data and access to other, potentially more lucrative, companies in your supply chain. “Lots of people say to me ‘my data’s not valuable’,” says Colin Tankard, Managing Director of cybersecurity firm and FSB member Digital Pathways. “But although you might not have anything sensitive in your system, a hack into your machine could lead the criminal to 10 of your contacts, and they could then attack 10 of each of their contacts, leading to a wide-scale phishing campaign.”

Tricks of the trade One of the biggest threats to small businesses is social engineering, where hackers manipulate individuals to do something they normally wouldn’t, such as handing over a password or downloading a virus into the network.

A common current scam uses an email that arrives in your inbox, asking for an invoice to be paid. The attachment contains malware which, once downloaded, can access information on the person’s computer.

Other tactics include creating pop-up notifications, seemingly from the office printer or requesting someone clicks on a link to update their anti-virus software, when in fact these links open dangerous holes in a company network or introduce malicious code.

“A good rule of thumb is: if anything appears to be both unexpected and urgent, then staff should be cautious,” says Jamie Randall, who runs consulting company The Friendly Nerd. “Get them to verify it through another source, for example, a phone number. Train staff to be data-focused.”

Open access

Get the basics right

Most cybersecurity companies offer a free Small businesses can vulnerability check, so you also be at risk because can see where your systems they are some of the are most at risk. “Resilience biggest adopters of begins with a proper mobile and cloud The Government’s Cyber understanding of the assets technologies. Rather Essentials scheme, backed of the business and the than spend thousands

by FSB, is now mandatory vulnerabilities it has,” says on IT infrastructure, to win central Government – and some other public Mike Cherry, Policy they use browsersector – contracts. It Director at FSB. “It has to based applications focuses on five key areas of become a core activity of such as Google Docs security control: business, like getting or Dropbox, and often Malware protection customers and dealing access documents Preventing or minimising the risk of employees with finance. Businesses using mobile phones downloading viruses that should be planning ahead or tablets. could corrupt your systems to ensure their resilience in “This increases the Access control the face of cyber-threats.” potential ‘attack Encouraging employees In fact, protecting your surface’ of small to create strong passwords and vary them business against such businesses,” says between systems attacks is no longer just a Mr Daniels.

Firewalls Investing in a ‘nice to have’. Many “Downloading a copy robust firewall and making Government contracts now of something to a sure there are no leaks require some certification mobile device can Secure configuration Ensuring that systems are that your systems and make that information configured in the most networks are protected (see vulnerable.” Using secure way for the needs box, left), while breaches of public wi-fi networks, of the organisation data protection legislation for example, in a Patch management can result in hefty fines. coffee shop, also Big business software providers such as Microsoft “It’s only a matter of time increases risk. If and Oracle release regular before public companies employees want to patches and security will need to make a access company data updates – it’s crucial to security statement in their or systems while on keep these up to date annual report,” says Kelvin the move, they should Jones, Managing Director of use a dongle or virtual Accelero Digital, a software development private network, experts advise. and cybersecurity training company.

However, the financial investment Finally, don’t ignore the potential involved in bringing in security experts threat from inside. A survey in 2012 by and updating systems puts many firms Ping Identify suggested that 48 per cent off. So ‘security as a service’ packages – of employees would sell their password where you can pay for a range of for less than £5, and more than features such as password management, one-third had shared their corporate automatic back-up or device protection log-in with someone else. Fortunately, – are becoming more affordable and though, awareness is improving. “We’re popular. “There’s a misconception seeing more stories about hacks in the among small businesses that if they pay newspapers, so they are becoming more for IT support or services then security aware,” says Mr Daniels. is part of that package, but that’s not necessarily the case,” says Marlon Johnson, Managing Director of FSB JO FARAGHER is a freelance business journalist member JMS Secure Data. march/april 2016 | firstvoice | 25

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www.quickcapital.co.uk

Terms and Conditions of Prize Draw. 1. No purchase necessary. 2. Only one application per business. 3. The “Prize Draw� is not open to existing Quick Capital customers. 4. Applicants must be UK residents aged 18 years or over. The “Prize Draw� is not open to employees of the Promoter or their agents and members of their immediate families. 5. The “Prize Draw� start date is 1st March 2016 and applicants must register their interest by 5.30pm on Friday 29th April 2016 to be entered. “Prize Draw� entries received after UIJT EBUF XJMM OPU CF FMJHJCMF GPS B QSJ[F 5IF XJOOFS XJMM CF OPUJmFE CZ 'SJEBZ UI .BZ *G UIF 1SPNPUFS DBOOPU TVDDFTTGVMMZ DPOUBDU UIF XJOOFS XJUIJO B SFBTPOBCMF MFOHUI PG UJNF VTJOH UIF DPOUBDU FNBJM BEESFTT BOE UFMFQIPOF OVNCFS JU IPMET JU NBZ JO JUT TPMF discretion, select another winner at random. 7. No cash equivalent is available. 8. The Promoter may use your information now and in the future (i) to provide you with information on products and services for marketing purposes (ii) for market research and (iii) for tracking of data. 9. The winner must agree to have their name and photographs used for marketing and promotional purposes by the Promoter. 10. The Promoter reserves the right to verify the eligibility of all entrants and may, in its sole discretion, disqualify any entrant that fails to satisfy eligibility requirements. 11. The Promoter reserves the right to cancel or amend the competition or these terms and conditions without notice in the event of the occurrence of circumstances beyond its reasonable control. 12. The Promoter EPFT OPU BDDFQU BOZ MJBCJMJUZ GPS MPTU PS EFMBZFE FOUSJFT IPXTPFWFS DBVTFE 5IF EFDJTJPO PG UIF 1SPNPUFS JT mOBM BOE CJOEJOH BOE OP DPSSFTQPOEFODF XJMM CF FOUFSFE JOUP 5IF 1SPNPUFS 2VJDL $BQJUBM 8FTUXBZ 1BSL (BMXBZ $SFTDFOU )BZEPDL 8" (3

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17/02/2016 17:13 09:59 16/02/2016

FEATURE TOURISM

CASE STUDY

The tourism industry is a vital part of the UK’s economy, and one that revolves around small businesses. But it’s also a sector that faces its share of challenges, as David Adams discovers

Sun, sea & SMEs

Zip World Zip World is one of the fastest growing businesses in the tourism sector. Based in a former slate quarry in Snowdonia, North Wales, it boasts the fastest zip line (pictured, above) in the world, as well as an underground adventure course and trampoline experience (below right).

In 2013, when the firm was founded

by Sean Taylor, it had five employees.

By the end of this summer it will have 100 full-time staff. It is also set to buy Tree Top Adventure, another local business – also owned by Mr Taylor – after which it will employ around 300.

Planning permission has been granted for a new £2.5 million headquarters, while the company is seeking to add to the numbers of wires it operates. It also plans to open new sites soon.

Despite delays caused by a few complaints about the noise of the zipwires, Mr Taylor praises local politicians and the Snowdonia National Park organisation and VisitWales for their support.

As with many other business owners in this sector, Mr Taylor would like to see a cut in VAT, which he believes puts firms such as his at a disadvantage compared with similar attractions in other European countries where taxes are much lower.

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TOURISM FEATURE

OURISM IN THE UK IS one of the nation’s great success stories. It is a dynamic and diverse industry, which accounts for 9.6 per cent of UK jobs and around 9 per cent of UK GDP, according to figures from Deloitte. Furthermore, it is set to expand significantly over the next decade.

The sector as a whole is predicted to more than double in worth from £126.9 billion in 2013 to £257.4 billion by 2025, creating more than 630,000 extra jobs.

And tourism depends above all on small businesses. For example, says Ross Calladine, Head of Business Support at VisitEngland, 95 per cent of all accommodation providers in the UK have fewer than 50 employees, while 82 per cent have fewer than 10.

Many of these businesses are hugely important to local economies. Adventure experience provider TYF was set up in Pembrokeshire in south-west Wales, 30 years ago. It pioneered ‘coasteering’ – a physical journey alongside and into the sea, leaping off cliffs into the water and scrambling through rocky coves – but also offers other activities such as kayaking, surfing and climbing.

Founding Director Andy Middleton says that companies such as his can stimulate development of similar or complementary businesses, while providing employment and inspiration.

T

CASE STUDY

Craggan Outdoors Keith Ballam is Managing Director at Craggan Outdoors, an adventure centre near Grantown-on-Spey in the Cairngorm Mountains, Scotland. He and his wife Jill bought the business in 2008 and moved to the Highlands from Sussex.

Turnover has tripled in seven years. The business now has four full-time employees, plus additional staff employed for each peak season – April to October.

When the Ballams took

over, visitors could choose between 14 activities. Now there are 24, including golf, fishing, archery, climbing, kayaking, laser or clay pigeon shooting, quad biking and gorge walking (pictured). Some activities are offered through commercial partnerships with other local companies.

Mr Ballam would like to see local roads upgraded, believing that imperfect transport infrastructure may put off some visitors. “Having

“Almost every person round here has worked for us or with us at some stage, and many have then founded their own businesses,” he says.

Rural issues Many small businesses working in tourism are based in rural or coastal areas, so are subject to the same challenges facing all business operating in those areas, such as poor transport or communications infrastructure. Both subjects are key campaign issues for FSB. “The perception and the reality is that rural transport is poor, especially if you don’t have a car,” says David Webb, Rural Affairs and Tourism Policy Chairman at FSB. This problem particularly affects young people, says Susan Briggs, Director of marketing service provider The Tourism Network, which serves small firms in Yorkshire, and is itself a small business. “Often, poor rural transport prevents businesses from developing because they

come from the south-east of England, people there think nothing of driving to the south of France,” he says. “Many of them don’t realise that it’s less of a grind to get here.”

9.6%

The proportion of UK jobs found in the tourist sector

cannot get the employees they need, who may be young people who don’t drive,” she says.

Another contentious issue for tourism businesses, and another focus for FSB, is broadband access. Jane Pond is owner of East View Farm Holiday Cottages, two holiday homes in Ashmanhaugh, Norfolk.

She now has download speeds of 2.5Mbps – far faster than before but much slower than she would have in many urban areas – while her upload speed of 0.35Mbps causes difficulties when uploading photographs to her website or emailing advertising content. “It takes forever to upload just one photo,” she says. “Also, the poor mobile service annoys visitors.”

Yet another problem cited by some business owners is that although local government provides access to training march/april 2016 | firstvoice | 29

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FEATURE TOURISM

‘Small businesses are offered lots of training courses, but what they really want is one-to-one help’ courses and funding that could help them develop their businesses, these can be poorly targeted. “Small businesses are offered lots of training courses, but what they really want is one-to-one help,” says Ms Briggs. “They don’t want a course on how to build a website; they want the person who says ‘your website is rubbish and here’s why’.”

Other problems are more specific to the type of company. Ms Pond would like reform of the taxation system for accommodation providers. At present, people such as her, who run their businesses full-time, are treated in the same way as second-home owners who rent their homes out for a few weeks each year. “The Government doesn’t see self-catering as a business – they see it as an investment,” she says.

Joining forces But businesses can do a huge amount to combat these problems by working more closely with other local firms. Carolyn Frank, owner of Libby Butler Jewellers in Helmsley, North Yorkshire, was a founder member in 2012 of Helmsley in Business, which now has 56 members.

Helmsley is a tourist town, with a small population of about 1,400 but many independent shops and other businesses serving tourists and locals.

“We’ve done events, joint marketing, brochures and a website,” she says.

“We’re primarily retailers, but it also helps the visitor attractions here: the castle, the birds-of-prey centre and so on. To make that difference in the local economy, you need to work together.”

In December, Helmsley won the award for ‘best market town high street’ at the

CASE STUDY

Great British High Street Awards. More tangibly, there has been an 11 per cent increase in footfall in the long-stay car parks in the town. “So more people are coming, they’re staying longer and we hope they’re spending more,” says Ms Frank. That, ultimately, is good news for customers, local communities and, of course, the small businesses on which the sector depends.

DAVID ADAMS is a freelance business journalist

FURTHER INFORMATION A wealth of information to help tourism business owners is available from the regional government bodies supporting the industry: VisitEngland, VisitWales, VisitScotland and Tourism Northern Ireland.

Their websites all include information about topics including marketing, legal matters, quality assessment schemes, funding opportunities, accessibility for the disabled, sustainability and crisis management. “The work we do is all about being able to give small businesses support on the ground, to talk about problem areas and to share good practices,” says Ross Calladine, Head of Business Support at VisitEngland.

VisitEngland business advice hub: visitengland.com/biz/adviceand-support/businesses VisitScotland business support: visitscotland.org/business_support.aspx VisitWales tourism industry information: gov.wales/topics/tourism Tourism Northern Ireland: tourismni.com/BusinessSupport FSB: fsb.org.uk offers a huge range of information to support small businesses of all kinds

The Big Sheep Rick Turner is ‘Director of the Flock’ at The Big Sheep (pictured, above and below), near Bideford in north Devon: a theme park and entertainment venue that has become a much-loved institution and valuable local employer.

The Big Sheep and its sister attraction, the smaller Atlantis Adventure Park in Bideford, employ around 40 people throughout the year and a further 60 during the summer.

The company’s search for continuous improvement is sometimes threatened by factors such as the poor broadband and mobile phone reception in the area. “Not being able to get decent internet access is frustrating,” says Mr Turner.

“It also means our customers are unhappy, because they can’t use the services they want on site.”

He also bemoans tighter rules on when parents can remove primary school children from school to go on holiday. He believes the policy is a big reason for many attractions and accommodation providers raising prices during school holidays, because it reduces demand for their services at other times. “We’ll get to the point where people just can’t afford to go on holiday,” he warns.

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ADVERTORIAL E-COMMERCE

E-commerce growth drives another UK small business success story

E

From strength to strength

-COMMERCE IS THE SME’S best friend. It levels the playing field with larger rivals to provide a unique platform to reach more customers than would ever be possible with a bricks-and-mortar presence. It’s no surprise that a number (44 per cent) of small businesses sell online right from the start, according to a recent Worldpay poll of boutique e-tailers. And if you were in any doubt as to the value of accepting web sales, the UK has the largest e-commerce market in Europe, predicted to be worth £116 billion1 this year.

One award-winning small business that has gone from strength to strength, thanks to its online presence, is The English Cream Tea Company. As Europe’s largest2 payment processor, Worldpay is proud to be supporting this fantastic UK success story as it sets its sights on even stronger growth for the future.

Being able to take payments online 24 hours a day means The English Cream Tea Company never misses a sale. Our Virtual Terminal offering has also enabled it to take phone orders in the rare event the website goes offline. In one quarter, the company saw a 500 per cent increase in sales in 2013 over the same quarter the previous year. It was voted South East regional winner of the FSB Worldpay UK Business Awards, and won in the Micro-Business of the Year category.

Malyon and the team now have their eyes on international expansion with an ambient shelf-stable range – a plan helped by an EU/Government grant to develop a packing and packaging facility.

They’ve also begun to supply farm shops and other retailers, billing them with our handy Pay by Link function.

Worldpay is a proud supporter of The English Cream Tea Company, and has been FSB’s preferred payment partner for more than 10 years. To find out how we can support your business, get in touch and join the 30,000-plus FSB members that are already satisfied customers.

From humble beginnings The Essex-based firm was founded just four years ago by cream tea fan Jane Malyon. She spotted a gap in the market for hand-made cakes, scones, jams and other sweet treats – bringing hotel-quality cream teas right to the customer’s door.

Shopping cart abandonments due to usability issues, or because the customer can’t pay via the method they want, can be frustrating for a young business and impact the bottom line.

So as with many small businesses looking to create an online store, The English Cream Tea Company wanted to offer fast, simple and secure card payments to its customers via a reliable, easy-to-manage platform.

Never having built an e-commerce presence before, Malyon sought expert advice and was recommended Worldpay.

Our Online Payment Gateway has impressed by enabling speedy and secure payments. There’s always Worldpay’s 24/7 support team ready to help at the other end of the phone. As Malyon says, “It’s one less thing for us to worry about, so we can focus on making delicious products instead.”

To find out more information about WorldPay go to worldpay.com/uk References 1 IMRG, imrg.org, article: ‘UK online sales exceed £100 billion in 2014’ 2 Nilson Report: by transactional volume

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You need to make a transfer to a safe account

We’ve detected fraud on your account

I’m a police officer

Please confirm your online banking code

Just for security reasons...

I’ll need your card details

Your payment hasn’t gone through

I’m one of your suppliers

Tap your PIN into the phone

Please confirm your account password

I’m calling from your bank

Your payment is overdue

Do you know who you’re talking to?

Fraudsters are scamming businesses over the phone Fraudsters are targeting small businesses to deceive staff into revealing company financial information or transferring money to an account by the fraudster.

The fraudster poses as someone from a bank or building society, the police or an existing supplier. They attempt to obtain the organisation’s financial information such as bank account details, or try to get a member of staff to alter bank payee details for regular payments or transfer funds to a ‘safe’ account meaning funds are sent direct to the fraudster’s bank account.

Remember: Do not assume a caller is genuine because they have basic

information about you or your organisation or because they claim to represent a legitimate organisation

Caller display IDs can be manipulated to disguise

the real origin of call. You can call them back using an independently verified number

If you are suspicious, don’t be afraid to terminate the call or say no to requests for information.

For further advice and guidance visit www.financialfraudaction.org.uk

@FFA UK

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Financial Fraud Action UK

19/02/2016 10:27

ADVERTORIAL E-COMMERCE

Are you putting your business at risk?

For most small businesses growth is a key objective but, in pursuing growth, some have suffered serious consequences

e-commerce, there are also some important things to consider – such as online security. Criminals love the internet.

It provides a degree of anonymity, no face-to-face or voice challenge, which helps mask their true identity.

W

In recent years, fraudsters have shifted away from scamming individuals, preferring to target businesses because of the potential for higher returns.

According to figures from Financial Fraud Action UK, in 2014 there was a 30 per cent increase in remote banking losses targeting businesses.

Online card transactions can carry additional risks because you cannot

ITH THE GROWTH OF online shopping, many small businesses have created an online presence. In practical terms it makes perfect sense; extending the reach of your business while avoiding many of the costs associated with traditional channels. But along with the many benefits of

How safe are your online transactions?

check the card’s physical security features to determine whether or not it is genuine. Without a signature or a PIN, how can you be certain that the customer is the genuine cardholder?

When you process a card-not-present (CNP) transaction (a card payment over the internet, or by mail or telephone) you are requesting authorisation from the card issuer. This standard authorisation confirms only that the card has a) not been reported lost or stolen and b) that there are sufficient funds available in the account.

It does not confirm or authenticate the customer as being the genuine cardholder.

So if a sale is later found to be fraudulent and valid authentication has not taken place, the full amount may be

34 | firstvoice | march/april 2016

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E-COMMERCE ADVERTORIAL

charged back as a loss that your business has to pick up. And if the goods or services have already been provided, your business will take a double hit.

There are a number of bespoke CNP solutions available to help towards protecting your business, and banks strongly recommend you use them along with your own fraud detection systems.

These include Address Verification Service (AVS), Card Security Code (CSC), MasterCard SecureCode, American Express Safe Key and Verified by Visa.

By using these authentication services, your business gains chargeback protection (i.e. a fraud liability shift) where a chargeback would normally be received for nonparticipation by the customer.

Top tips to protect your remote transactions Ask your bank or card processor about the online protection offered by tools such as Verified by Visa, MasterCard SecureCode and American Express SafeKey, which help make transactions over the internet safer from the threat of fraud.

Know your customer: assess your customer’s profile, order and delivery details before accepting a transaction.

Be wary of high-value or unusual orders from customers you do not know, particularly if the product is easily resalable.

Use the Address Verification Service, which compares the delivery address provided for the order with the billing address details for the payment card held by the card issuer.

Maintain a record of fraudulent accounts and transactions to prevent further breaches – fraudsters will continue to attack businesses until the window of opportunity is closed.

What’s the deal with cyber-attacks?

Several recent high-profile cyber-attacks are causing small business owners to

“There are a number of bespoke CNP solutions available to help protect your business, and banks strongly recommend you use them along with your own fraud detection systems”

consider their own online vulnerability.

Criminal attacks across the internet, where criminals try to access your website or payment records and those of your customers, could ruin the reputation of your business.

Top tips to avoid cyber attacks Make sure that your payment application and shopping cart/checkout are secure and meet Payment Card Industry Data Security Standards (PCI DSS) requirements.

Ensure you or your payment software vendor have up-to-date anti-virus and anti-phishing software installed on your computer systems.

Ensure your business maintains an information security policy and culture, thereby protecting you and your customers’ data from attack.

Ensure you know what card payment data your business is storing and why – you should be holding only what you need to process a transaction.

Adopt fraud prevention tools such as American Express Safe Key, Verified by Visa and MasterCard SecureCode, which can help to minimise your online fraud losses.

invoice fraud. This happens when a business is tricked into changing bank account payee details for a sizeable payment. Criminals pose as regular suppliers to the business and make a formal request for bank account details to be changed.

Criminals who specialise in invoice fraud are often aware of existing relationships between companies and suppliers, and they know when regular payments are due. Equipped with sophisticated information, they contact companies posing as suppliers.

Payments are made to them and the fraud is often discovered only when the legitimate supplier of the product or service chases for non-payment of the invoice. At that point, recovery of the funds from the fraudulent account is very difficult.

Top tips to help protect against invoice fraud

What about offline attacks?

Be vigilant. Always check for irregularities, including changes to supplier names and addresses and changes to invoiced amounts. Logos on counterfeit invoices are often blurred. Compare suspicious invoices with those that you know are genuine.

Verify changes to supplier financial arrangements by contacting them using their established on-file details.

Never leave sensitive material such as invoices unattended on your desk. These may provide details of standing orders and direct debits.

Consider a more vigilant strategy for larger invoices. A meeting with the supplier involved will ensure the payment is made to the correct bank account before the transfer is made.

Banks and the Government, through Cyber Streetwise, offer free advice for small businesses to protect themselves from financial fraud.

Another type of fraud, which receives less publicity but which continues to grow and impact businesses, is

For further advice and guidance, visit financialfraudaction.org.uk march/april 2016 | firstvoice | 35

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p36.FV.MarApr16.indd Fresh Start 270x210.indd28 1

10/02/2016 20/01/2016 10:00 10:55

HOW TO...

BUILD A WINNING TEAM ADVICE

Sharing the load Hiring your first employee should provide a welcome bit of help. But many people who’ve done it will admit it comes with considerable challenges, says Nikki Faulkner

Illustration: Jamie Jones

S

IMON STARTED AND RAN A SMALL BUSINESS ON HIS

own for several years. His business grew, and in time he took on his first employees. He was expecting this would reduce his workload, but he’s now more stressed than ever because now he is also responsible for his team.

He has to look after the development, training, motivation and engagement of his team members, and to set objectives that not only align with his business objectives but are also relevant to them as individuals.

1

Seek out people who fit

If all the important attributes for the role and company are not considered during interview, a new hire is likely to fail.

Before interviewing, identify the top 10 attributes the job you are hiring for needs. These attributes should be a combination of technical – such as fluency in a foreign language or software proficiency; cultural – aspects that fit your company’s culture, such as collaboration or customer focus; and individual – such as coachable or diligent.

2

Dig down when you interview

Use behavioural interview questions. Ask for past examples of decisions, actions and results that show the attributes you are looking for and will tell you how someone might perform in your role.

If you’re looking for a waiter, you might ignore someone who has never done this job before. But if you dig down to find out exactly what they did in another role that demonstrates great customer service, such as a shop assistant, you might find the right person for the job.

He is responsible for reviewing their performance, coaching them, recruitment, interviewing candidates, and the induction of new hires. He has to communicate with his team, deliver difficult messages, manage conflict, and get used to delegating, influencing and negotiating.

Simon is learning that when you have a team, your success will be determined by your team’s success – it’s no longer all about you. The following tips should help you to build a successful team.

3

Build on new hires’ enthusiasm

Take advantage of the enthusiasm and energy of a new hire.

Most people starting a new job want to make a great impression and meaningful contribution, start developing skills and knowledge, and be successful fast.

Develop a structured induction process that educates a recruit on the things that might be second nature to you, and those that are more specific to your firm’s products or services. Ask yourself what someone would need to know to be successful quickly.

4

Set SMART goals

5

Setting SMART goals allows an individual to be successful while helping the firm achieve its goals.

They allow you to guide the person’s work, show what success looks like, and enable performance feedback and reviews.

SMART stands for Specific – the who, what, when, where, why, and how; Measurable – you will recognise when you have achieved the goal; Achievable – the goals are within the person’s control; Relevant – they help you achieve your overall objective; and Time-bound – they have a defined completion date.

Keep them on track

Provide continual feedback against SMART goals throughout the year to help the individual understand their progress and to give them recognition in real-time.

Giving this feedback allows both of you to see when the person is off-track, giving them time to remove ‘roadblocks’ or fix problems and get back on track before any final review or end of a project.

The process becomes ongoing coaching to help keep your team on track, since problems can be identified early.

NIKKI FAULKNER is founder of Mulberry Bush Consulting and an FSB member mulberrybushconsulting.co.uk march/april 2016 | firstvoice | 37

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ADVICE

LEGAL PERFORMANCE

Firm but fair When dealing with an employee whose work is not up to scratch, it is vital to follow a fair performancemanagement procedure, says Beverley East

W

HERE AN EMPLOYEE IS UNDERPERFORMING, IT’S

important to tackle the issue fairly and promptly. If the performance issues are minor, it’s best to deal with these informally by counselling and training the employee. Start by making sure they have an up-to-date job description which sets out their duties and responsibilities. If appropriate, set out the required standards of achievement for each duty. You can also conduct regular staff appraisals as a means of assessing performance.

Where the performance issues are more serious or are persistent, you’ll need to institute a formal performancemanagement procedure, which needs to comply with the ACAS code of practice on disciplinary and grievance procedures.* The starting point is to investigate whether there are any underlying reasons for the employee’s poor performance, or whether it could be a misconduct issue rather than a lack of capability. If it is a misconduct issue, follow your disciplinary procedure instead.

Once you’re ready to proceed, write to the employee to arrange a formal performance-review meeting on prior written notice, and enclose full details of the poor performance issues and copies of any supporting evidence. Be aware that the employee has a statutory right to be accompanied at the meeting by a work colleague, trade union official or trade union representative.

At the meeting itself, discuss the problem objectively and give the employee a chance to explain their underperformance. Then discuss and set out the improvement needed and a reasonable timescale for achievement. Three months is a typical improvement period for non-managerial employees. You also need to make sure that any targets you set are reasonable and achievable and that you offer training, supervision and other support to aid improvement – the primary aim of the performance-review process is to improve the employee’s performance, not to dismiss them!

After the meeting has taken place, you should confirm your discussions in writing and you need to formally warn the employee that a failure to reach the required standards could

lead to their dismissal in due course – this should constitute a formal performance warning. Give the employee a right of appeal against the warning. Thereafter, hold interim review meetings so you can discuss how the employee is getting on.

If the employee then sufficiently improves, your procedure is at an end. However, if they fail to improve to an adequate level within the agreed timescale, you’ll need to hold a further formal meeting along the same lines as the first. After that meeting, you’ll need to issue a final performance warning, confirming the further timescale for improvement and warning that a failure to improve to the required levels is likely to result in dismissal. Again, give the employee a right of appeal.

The three stages in a performance management procedure are normally a performance warning, a final performance warning and dismissal. So if the employee still fails to improve, you’ll need to follow the meeting procedure again before taking any final dismissal decision. In addition, at that stage, you should consider whether there’s any alternative employment within the business that may be more suited to the employee’s capabilities.

If you do dismiss the employee on capability grounds following a full and fair performancemanagement procedure, you should confirm that decision in writing, identifying the reason for dismissal and the date of termination of employment – you’ll need to give proper notice or pay in lieu of notice. Again, give a right of appeal.

Finally, if the employee appeals at any stage, you’ll need to hold an appeal meeting, preferably chaired by a more senior manager, and you should confirm the appeal decision in writing. *We’ve assumed here that the employee has at least two years’ qualifying service and so can claim unfair dismissal.

It’s normally easier to dismiss short-serving employees.

‘The starting point is to investigate whether there are any underlying reasons for the employee’s poor performance’

BEVERLEY EAST is risk management and advice director at LHS Solicitors, FSB’s legal services provider. If you have a legal query, call 03450 727 727 or visit fsb.org.uk/benefits/legalbenefits

38 | firstvoice | march/april 2016

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ADVERTORIAL

Protect against attacks as cyber criminals target SMEs Combatting cyber risk in business is no longer the exclusive concern of large businesses. It has fast become a regular consideration for small businesses that wish to maintain trust, protect their reputation and most importantly keep their business afloat.

A RECENT UK GOVERNMENT SURVEY* revealed that 74% of small businesses had reported suffering a security breach in 2015. Many SMEs continue to trail behind on information security, with many failing to give it the priority they should. Many falsely believe due to their size they are not a target and their information is not of interest to cyber criminals. However this couldn’t be further from the truth. Targeting SMEs can give hackers access to larger companies therefore it’s vital that SMEs are prepared.

The three main causes of a data breach are malicious or criminal attack, a system glitch or human error.* The cost of a data breach can vary according to the cause and the safeguards in place at the time of the incident, but a recent UK Government survey showed that the average cost of a data breach has more than doubled between 2014 and 2015 to an average of between £1.46m-£3.14m for large organizations. In addition to the expenses of responding to cyber-attacks,

companies find they must spend heavily to regain their brand image and acquire new customers. Additionally, senior management are acutely aware of the impact that a tarnished reputation and associated loss of customer loyalty can have to the bottom line. What steps are you taking to reassure customers about the integrity and security of their data?

At BSI we have experts with depth of commercial and technical understanding who will help you to look at the bigger picture. Together, we will explore how your business can ensure it does everything in its power to reduce cyber risk, build trust with customers and help differentiate itself from competitors in a nervous market. We can help your organization to demonstrate industry compliance and best practice; providing evidence that your systems are reliable, secure and can demonstrate the highest levels of quality.

As part of your solution we will consider compliance to ISO/IEC 27001, the internationally recognized best practice framework for an information security management system; the governmentbacked Cyber Essentials scheme and CSA STAR Certification or ISO/IEC 27018 which address specific cloud security concerns. Additionally, BSI Kitemark™ certification schemes for Secure Digital Transactions may be suitable for organizations that wish to demonstrate they go above and beyond these standards.

Organizations must be trusted to safeguard sensitive information. A resilient organization must manage its information – physical, digital and intellectual property – throughout its lifecycle, from source to destruction.

This requires the adoption of information security-minded practices that allow stakeholders to gather, store, access and use information securely and effectively.

BSI can help to protect your business against information security breaches so please call our small business team on 0191 432 6809 or visit http://www. bsigroup.com/en-GB/small-business/ for more information

* Source: 2014 Information Security Breaches Survey – Department for Business Innovation & Skills * HM Government 2015 Information Security Breaches Survey

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| firstvoice | 39

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FSB

ELECTIONS

ELECTIONS TO THE FSB BOARD The Board of Directors has the statutory responsibility for managing and running FSB as a company. Every year we notify all members of the vacancies on the Board for which they are eligible to stand. All fully paid-up voting FSB members can then exercise their vote in the ballot for contested vacancies.

This year the vacancy for a Commercial Director is contested, and we encourage you to review each candidate’s profile and video address on fsb.org.uk/directorelections-2016 If you are a fully paid-up voting member, you should have already received your voting papers from the Electoral Reform Services. They contain all the information you require to exercise your democratic membership rights as part of FSB’s member-led ethos and formal constitution.

Voting closes at 5pm on 16 March.

Other candidates who are standing uncontested are: National Chairman, Mike Cherry; Policy Director, Martin McTague; Non Operational Director, Veronika Weisweiller.

Their profiles are also on the FSB website. Candidates standing unopposed will be declared elected at the AGM on 19 March.

NOMINATIONS FOR COMMERCIAL DIRECTOR MARK HARRIS Thames Valley Much of my career to date has fallen into two categories – negotiating commercial arrangements to the benefit of all, and working out how to do things more efficiently, with less cost. My experience, therefore, seems to be very relevant to this role.

My CV makes clear my ability to work as part of a team and at a high level. I am very used to stretching targets, and usually exceed them. This has been so working for a large IT wholesaler, where I had a £30m target; when running my own office stationery company, with a team of 10 including five salespeople; and for Wycombe District Council, when given the objective of raising funds from the private sector to finance a Town Centre Manager.

My marketing expertise is good – I have written marketing strategies for a number of businesses and for a membership organisation.

Managing cost is key, but cannot be at the expense of quality. When with the Thames Valley Chamber of Commerce Group, I had almost no budget with which to initiate and build the Swindon Chamber, with the quality of the Group requiring to be maintained. I achieved this, with sell-out events and rapidly increasing membership, all to the standards expected by the Group and within budget.

I have an incisive mind and am rapidly able to evaluate the potential of a new idea, balancing this with costs and benefits. Both businesses I have owned and run have been started with this philosophy – identify a specific need, set targets, identify and secure budgets, develop and implement a plan, with benefits to all emanating from the outcomes.

The management functions detailed as areas of accountability are well within my skillset. Not only have I performed such functions in businesses I have owned and run, but I now advise other businesses on how to do so efficiently and effectively. I write clear, concise reports, which communicate key messages to recipients to ensure they are suitably informed to facilitate their decision-making process.

With regard to the critical skills listed, these are all part of my daily routine, whether I am running my own business, advising others on how to run theirs, acting as Chairman of a local charity, as Deputy Chairman of the Police and Crime Commissioner’s Complaints, Ethics and Integrity Panel, or as Chairman of Thames Valley Police’s Strategic Independent Advisory Group.

I have a strong belief in the ethos of FSB – if it did not exist, we would need to invent it. Small businesses are the backbone of the British economy, and the voice of small businesses must be heard.

I also believe that FSB must work to the benefit of its members in other ways, including delivering tangible financial benefits for their businesses. This has been achieved, but I have confidence that more can be done. It is important to me that deals are done with large corporates in fields where our members do not compete.

Summary CV Entrepreneurial business owner/ manager. Successful public sector sales/marketing/project manager building on private sector experience Running own business advising small businesses, while serving as elected District Councillor and advising PCC on ethics and integrity Significant experience in sales and marketing across range of organisations in public and private sectors

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ELECTIONS Commercial experience negotiating deals to reciprocal benefit Ability to drive projects forward to consistently achieve and exceed objectives

GWYN MORGAN-JONES Leicestershire, Northamptonshire & Rutland My specific areas of expertise that I can apply to the role of Commercial Director are in my opinion as follows: Director and general management Commercial management and negotiation Business development Strategic planning Profit generation Contractual management Product development Team-style management Key client negotiations Cultural change management Business planning and presentation Financial management Sales and marketing Margin strategies International/UK purchasing Promotional preparation and presentation Leadership skills Public relations Chairman and committee member of national trade federations Experience in presidential role of my trade federations and guild The above skills have been acquired during my time in industry and more recently as a business consultant, and I believe these skills are eminently suitable and applicable to the role of Commercial Director of FSB.

Summary CV Experience at director level in industry with extensive responsibility for commerce has provided the skills and expertise to successfully operate in key areas I am a consultant drawing on my knowledge in industry, specialising in sales and marketing

A successful record of creating positive growth and technical expertise of a strategic management specialist A record of implementing changes to maximise profitability and commercial potential

DAVID STALLON Gloucestershire & West of England As FSB strives to become more commercially astute, there is an even greater need for business continuity and a member leadership that fully understands our member-led ethos.

If I am appointed to this role I believe I will ensure that continuity.

My role as Operations Director/Acting Commercial Director has involved developing the strategy and implementing the changes by driving FSB’s commercial affairs. It is with these changes that we are now seeing the highest recruitment figures since I was elected to office, and a recruitment team that is fully engaged and motivated for the first time in eight years.

I first realised the inherent structural flaws in our business model in 2011, and I have subsequently been instrumental in planning the buyback of our recruitment patches, including personally negotiating the deal that acquired the first one, which potentially saved FSB £15 million.

I was also a major contributor to the restructuring that created the Development Manager system that has turned our fortunes around, as evidenced by our raised public profile and much-improved member support.

I am also responsible for facilitating the change from a ‘silo management’ structure to the open and transparent process we now see, and, having forced through the formation of the Commercial Services Committee, it has been my responsibility to steer us through the difficult period of change as the new ‘governance’ has come into play.

In successfully achieving this, we have secured the position of that committee as the driving force of FSB, responsible for the overall modernisation and income of the company.

FSB

I am Acting Commercial Director at the request of the Board of Directors, and I am currently involved in several projects that are being taken forward, concentrating on producing a structure that will drive our recruitment and benefit our membership. I have negotiated directly with service providers for better deals and products, and have been active with the new website, the rebranding and new product launches, all of which are under the control of the commercial team for which I am responsible.

The commercial role is not simply about improving our recruitment but also needs the entire gamut of operational understanding I can bring to deliver a secure and viable income stream for our long-term future in the best interests of the membership.

I believe that a good leader in business should employ the best possible expertise and facilitate the delivery of their specialisms, not obstruct them. In the commercial world this is solely for profit; in the context of FSB as a member-led, not-for-profit organisation, this must, at all times, be in the interests of the wider membership, and sometimes this requires a counterintuitive decision that is not simply profit- or growth-driven.

I am a proven leader and innovator with the ability to rapidly assess a situation and make clear, accurate decisions, as evidenced by the reversal of our fortunes in all aspects of the business where I have held responsibility.

Summary CV Five-and-a-half years as Honorary National Secretary/Operations Director/Acting Commercial Director More than 15 years on National Council, with a good understanding of FSB rules and member expectations 22 years’ direct experience as a company owner, salesman, market researcher, strategic director and employer Direct experience of employment law and tribunal case handling Respect and belief in FSB as a member-led organisation march/april 2016 | firstvoice | 41

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TH E

VOICE Surrey & West Sussex

VOICE

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FSB MEMBERS BEFORE THE DINNER AT ARUNDEL CASTLE

Surrey & West Sussex

WALK ABOU T FOR POLIT ICIAN S ON SMALL BUSIN ESS SATUR DAY ruary 2016

January/Feb

U A L R E P O RT N N A ’S N A M IR ’ OUR CHA U E S T IO N T IM E ‘Q H IT W D E IN COMB 8 621 258

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Your Develop

As in previous years branches took MP’s walkabout on 5th December but earlier in 2015 the Region came up with a super small business Saturday idea.

Let’s encourage local Councils to provide free car parking on the day to encourage shoppers to the local high streets. If approved Small Business Saturday and Keep Trade Local would be working hand in glove.

More than half the borough and district councils agreed and we would like to thank Mole Valley, Epsom & Ewell, Tandridge, Reigate and Banstead, Waverley and Elmbridge Councils for generously agreeing not only to small business Saturday free parking but in some cases specific dates in December when footfall is notoriously low.

Special thanks as well to the Chief Executives for allowing ured You’ l! tera favo‘Thank of FSB colla erection of hands show a the almost g car And finally, placards in participatin ay at Gatwick this event a second runw parks. everyone at

MP: SUP ERFAST INTE RNE T ESS ENT IAL FOR BUS INES S Herbert Arundel & South Downs MP Nick is now has said that superfast broadband and “essential infrastructure” for business must be extended to rural areas. of Nick was speaking to an audience at 65 of our members at a dinner held Arundel Castle on Friday 18th September. divide” He warned that a growing “digital villages meant that cities, towns and large but were getting superfast broadband, rural areas were losing out. Superfast but luxury a longer no broadband was for necessity” absolute “an now was businesses.

Growing demand and new services meant that ever faster speeds were

rity caused secu l members 140 regiona House, at Portcullis congestion Jamie Oliver and delayed mittee on com Westminster ct sele e e to a reach the Attle giving evidenc r attempts to ual irman’s ann health in thei Regional Cha Suite for the ryone report. yed, but eve dela was t that The star o reported Antonio Falc nts were settled and business eve five more than 50 ughout the region with thro cting more conducted le events attra profi the ing high Dur very h. gates at eac six of but all than 100 dele a meetings with nio showed year we had RY FRENCH OBE, l MP’s and Anto us of a very O WITH ROSEMA ind our Regiona ANTONIO FALC DIAMOND ic show to rem CTOR, GATWICK photograph r.

EXECUTIVE DIRE member yea tely followed by successful edia imm was up The report panel made a fair wage the es with loye e’ ick deny emp small ‘Question Tim s world. Banking, Gatw room would burden on ines a ose a huge Loughton MP from the bus ly but on it does imp vering from unanimous undecided rance and Tim ers still reco m as well ellists were Airport, insu business own g and Shoreha to including pan thin n. s Wor MP’ y. t ing nom e under for Eas out’ questio irman of Small l byCha stream of visit stituents. poor eco and published for the Federation Scotland cam iams, is produced the EU ‘in or ous of This publication k Regiona VOICE EDITORIAL: tinu Ban Park Blackpool, Lancs, FY4 2FE. con al con r o,SirFSB as a Frank Whittle Way, Blackpool Business k Will Businesses, ind Editor: James Connor. Tel: The Roy rights reserved.

Small Businesses Antonio Falc e to allrem e to greet thei s packed © Copyright 1996 Federation oftinu panellist Mar Suit w e con fello james.connor@fsb.org.uk.

Attle Email: will 361179 to 01253 the ll errors or omissions are ines publication “we of thissma compilation n trying attack from our every care has been taken in the in Businesses a small bus and opinions expressed are those concludedWhilst of Small asks the Federation erwriter whe to not the responsibility ent of ofour It all made for the policy of the Federation. of the authors and are not necessarily insurance und ience that they want published the Governm aud k written and ncil, o the Mar e Cou ifest as afternoon. th nty vinc man con s grow ey Cou business tion” for busines rantee Leader of Surr plenty to say from his 2 eral Elec Gen PAGE lend money on their gua had prior to the it was only David Hodge n discussing pointed out g houses as audience whe living wage included usin seat in the m terms which ents minimu person in the the Governm one not h oug proposal alth

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necessary.

Already there was talk of extending ultrafast broadband across the country, rural with speeds of 100Mbps, yet some get areas in West Sussex could barely broadband at all. were The MP said that small businesses t the engine of economic and employmen growth, and there was a widely shared . But aim to encourage rural enterprises

growth without superfast broadband this would be severely hampered.

Mr Herbert said that his broadband summit in 2011 had led to West Sussex County Council’s ‘Better Connected’ Surrey & West Sussex programme which, with local and access Government funding, aims to give in to more than 90 per cent of premises

by Spring next year.

County the In May the County Council announced point, that they had passed the halfway with more than 36,000 homes and to just businesses upgraded, equivalent t over half of all premises. The Governmen of is committed to support the delivery of all superfast broadband to 95 per cent 2017. of end the by UK households t in Ministers reiterated their commitmen August with the publication of a 10-point plan for boosting productivity in rural areas.

5 But Mr Herbert pointed out that the would or 10 per cent of households that not have access to superfast broadband be under these plans would inevitably in rural areas. The MP said that new

FSB SURREY MEMBER IS APPOINTED TO EU COMMITTEE

DELEGATES AT THE CONFERENCE

BUSIN ESS RATE REFOR M Following careful research of our Region’s membership we finally put together interested parties who had to say something about business rate reform and 45 members attended an event chaired by THE

THE SURREY COUNTY POLICY CONFERENCE IS A SUCCESS

by means of turnover was Regional Vice-Chairman, a definite no no.

Brian Woods an expert in Findings from this these matters. meeting were fed You can imagine in to our Press and that many and varied but ry Office Parliamenta 80 members met at the WWF Living Planet suggestions to reform find policy toannual you shouldfor thiswish year’s the current methodCentre in Woking conference.out more please email of calculation were Stuart Shorttle, Surrey Policy Chair k s@fsb.org.u mentioned but calculation ray.abraham

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hosted the event and Antonio Falco, FSB Regional Chairman proudly introduced www.fsb.org .uk local MP Jonathan Lord to open the 3 hour conference.

Jonathan remarked that he couldn’t remember a time when small businesses are as highly regarded by the Government

process making council contracts more easily available to micro businesses. They praised the FSB for the tireless work over the past 2 years in helping by giving member feedback and approving procurement documents.

Surrey County and the FSB working in partnership for the benefit of Surrey small and micro businesses. Not such a friendly reception for the next presentation from BT. It would seem that in spite of 90% of the County enjoying superfast broadband with

John Walker, Surrey member and past National Chairman has been appointed to the EU’s Economic & Social Committee (EESC) as one of eight employer representatives from UK. The position, which is for five years, was a recommendation by the UK Government to the Council of Ministers and was formally approved in September.

The EESC is a statutory consultee in Brussels and provides opinions on legislative proposals from the European Parliament in such areas as the Single Market, Transport and the Environment.

The UK has 24 representatives on the EESC, from employers, employees and civil society with Mr Walker joining representatives from the other 27 EU Member States.

John said “Although this is a personal appointment, without my FSB service as National Chairman and Policy Chairman, I doubt I would have been considered. I am very much

n as a ch chairma Croydon bran Barwell. l MP Gavin ister of ning guest of loca a Soubry Min official ope Rt Hon Ann Business, r for Small Following the ired a roundtable cha State (Ministe for r se) iste rpri Ente the Min s matters Industry and on busines iness, Bryan. discussion ent for Bus both Ann and ts the Departm Skills was by d nde and l atte elopment righ Innovation in, Regiona Permitted dev e in Crawley to Ann Swa cy introduced t Sussex Poli e up as issu said Wes cam bry and r to Treasure n. Anna Sou introduced from and Croydo Chairman was the opening of ring this a lot would she was hea r at ANN SWAIN the Ministe in London and Centre in MP (LEFT) WITH businesses ernment Innovation gov sex r Sus ANNA SOUBRY othe the in take it up with es oed by Gav Croydon.

7324 2776 list of attende ministers. Ech d ERTI SE CALL 020 ude A small VIP ADV incl TO which also Barwell MP. TACT S 14 were invited elected REGI ONA L CON erne newly Bryan Treh ATE 3-10

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Regional Voice offers you the opportunity to advertise your products and services geographically to the FSB membership FSB members receive 25% off all rate card prices To advertise call Lee McLoughlin on 020 7324 2776 or email lee.mcloughlin@redactive.co.uk p40.FV.MarApr16.indd 28

17/02/2016 10:32

NETWORKING

MEMBER NEWS

DIALOGUE

SERVICES

THE GOODS

MY BUSINESS

INNOVATION

Coffee shop owners brew up top idea T

HE INVENTORS OF THE WORLD’S

first coffee-powered coffee bean roaster scooped the title of best overall business at the 2016 FSB Worldpay Business Awards, beating off stiff competition from some of the UK’s most innovative small businesses.

Dorset-based 918 Coffee Co invented the Eco Roaster, a revolutionary low-carbon and zero-waste approach that uses coffee grounds as fuel to roast the next batch of coffee beans. As well as winning the overall award for best business, 918 Coffee Co also walked follow #FSBconnect on twitter

p43-45 First Voice Networking/Dialogue Mar-Apr 2016 v2cc.indd 43

away with the trophy for business and product innovation of the year.

Speaking after picking up the award along with a cheque for £12,000, Chanel Cornelius (pictured, second from right), co-owner of 918 Coffee, said: “We were just a little coffee shop but then we thought roasting coffee wasn’t environmentally friendly, so my husband came up with the idea of designing a coffee machine that would use the old grains to create energy to make the next batch of coffee. EcoRoast was born. But it goes further than that.

We create enough energy to heat all the water in our business premises.”

Other winners included Kate Davies Design, which took the title of micro-business of the year; Playdale Playgrounds, which landed the exporter of the year award; and Fisherton Mill Gallery & Café, which won best family business.

Now in its third year, the FSB Worldpay Business Awards celebrate innovation, diversity and social responsibility in the small business community. This year the awards received more than 1,000 entries. march/april 2016 | firstvoice | 43

24/02/2016 09:20

NETWORKING

MEMBER NEWS FRANCHISING

Winning fit for shoe firm F

RANCHISING IS A

terrific way to expand your business. Shoe retailer ShoeMed has just completed its first franchise deal, and founder Lisa Preston (pictured) is delighted with h the model. “The potential is huge,” she says. “We could go from two shops right now to 20 or 25.”

ShoeMed sells to people with foot pain or deformities. It’s an under-served niche. “Last year a couple approached us asking if we could consider franchising,” she says. “We had to say yes.”

The first step is to create a legal agreement. “I met a legal secretary through FSB who is a contracts expert,” says Lisa. He created a

franch document for franchise ShoeMed. Sho Next up is writing a manual. “It covers m everything from when you put your key in tthe door in the morning to closing up at mo night,” she says. night Third is training. “Customers need the same experience at every branch,” she adds.

Finally, you need to build an ethos. “You need to share values, and work together.”

Time taken? Six months from introduction to the grand opening.

And the future? “Now we have the legal documents and manual we can do the next one easily,” says Lisa. “I see no reason why we can’t expand nationwide.”

APPRENTICESHIPS

Training and gaining from apprentices The government is keen to get small firms to take on apprentices. But what’s it like? Van outfitter Southern Fleet Services took on its first apprentice in 2010, after boss Mark Cropley (centre) approached his local higher education college, Northbrook College in Worthing, for someone to help with admin.

“She was so good that we let her work on marketing and accounts,” he says. Today, Jodie Rogers (left) is Director of the firm’s new online spin-off, Whiteboxuk.co.uk.

Apprentices aged 16-18 tend to work four days a week in the business

for blocks of three to six months. The other day is spent back in college.

“The minimum pay is £90 a week.

We go a little higher, to £110, to attract better candidates,” says Mark. “And we increase by £10 a week for each month the apprentice is with us.”

He is hoping to treble revenue by making the most of apprenticeships, and has recently taken on another apprentice, Sheralee Pace (right).

COMMUNITY

Scotland hotel shelters floodedout families A hotelier from Inverurie went beyond the call of duty when the local area was flooded in January, allowing local people to stay free of charge.

FSB members David and Elizabeth Barrack (pictured, with staff members), owners of the Strathburn Hotel, provided 40 rooms to put up those who were unable to stay in their homes because of the devastating floods.

“It was the first working week back, so it was quiet and we had 20 spare rooms,” said David. “People were leaving work in Aberdeen but couldn’t get further than Inverurie.” Most just stayed the night, he says, but the hotel also took in several families who stayed until the end of January.

“We had community support too,” he added. “We had people coming with tractors and carts, and the local distillery sent down two cases of malt whisky.”

Andy Willox, FSB’s Scottish Policy Convener, said: “David and Elizabeth are a credit to smaller businesses everywhere. We know that small firms stand behind their communities in a crisis, but the team at the Strathburn Hotel are an inspiration.”

Inverurie was just one of many areas in Scotland affected by the flooding. Parts of Cumbria, Lancashire and Yorkshire were also badly hit, and FSB is calling on politicians to ensure small firms are not put out of business as a result.

“It will take a huge effort to get these communities back on their feet,” added Andy. “As recovery plans are developed, it is important that the needs of local businesses are considered. We cannot see good firms go to the wall because of cashflow difficulties.”

Sandra Dexter, FSB National Vice Chairman, called on the Government to urgently review the limited availability of the Flood Re scheme, which guarantees affordable flood insurance to domestic households but excludes small businesses.

“If Flood Re isn’t appropriate for small businesses, then we need to see rapid progress towards an alternative solution,” she said.

44 | firstvoice | march/april 2016

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24/02/2016 09:21

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GET IN TOUCH WITH THE FIRST VOICE TEAM AT FIRSTVOICE@REDACTIVE.CO.UK

EDITOR’S INBOX

Best of the web

FSB vital to bank fight ITH REFERENCE TO THE LETTER

W

“Small towns need banks” (Dialogue, First Voice January/ February 2016), FSB was a founder member of the Campaign for Community Banking Services (communitybanking.org.uk). This campaign has repeatedly put before the banks and Government detailed proposals along the lines that your member from Sturminster Newton outlines.

The model advocated would ensure that footfall and spend is retained in market towns, as well as ensuring the continued convenience for businesses to carry out their day-to-day banking while retaining their relationship bank of choice.

It would also result in considerable profit for the banks.

With the escalation of bank branch closures across the country – 650 in 2015, of which 50 per cent were last, or last but one, in the town concerned – the need for this model is greater than ever. But the banks resist it and Government does not intervene.

It is the strength of voice from FSB members and others that will help to persuade the banks and Government to think again before it is too late.

DEREK FRENCH, Director, Campaign for Community Banking Services, and an FSB member

1 25 FSB members among the businesses highlighted by Small Biz 100 bit.ly/1P2590D

2 FSB plays leading role in The Apprentice final bit.ly/1NJBTfq

3 Members concerned about quarterly tax reporting proposals bit.ly/1ncT02C

4

TOP TWEETS

Sci-Tech Daresbury @SciTecDaresbury Great to be talking growing innovative businesses with @angelaeagle, @fsb_policy. @GrantThorntonUK and Sci-Tech Daresbury entrepreneurs

Angela Eagle @angelaeagle Much thanks to @fsb_policy for organising #SmallBiz roundtable with sci-tech start up companies @SciTecDaresbury. Food for thought

Sue Roberts – AHT @AHTCoventry The Federation of Small Business is supporting its flood victims. bit.ly/1YW8kOU Paul Miles Rogers @paulmilesrogers @AHTCoventry thanks Sue for highlighting the support #FSB is offering for those affected by #floods

Tim Farron @timfarron The govt must do more to help small business. @fsb_policy & @libdems call for Flood Re scheme extension to businesses gu.com/p/4fdxz/stw Rob Bird @RobBirdKCC @timfarron @fsb_policy @LibDems We called for help with flood insurance for small firms 2 years ago. Pls keep pressing for this. It’s vital.

RetDuncan Hill @DuncanDucky @timfarron @fsb_policy @LibDems No, we should look at encouraging movement away from high risk areas, not subsidise it more.

Affected by the recent flooding? Why not read FSB’s guide for small businesses? bit.ly/1ScM4iK

5 What you need to know about offering staff a pension bit.ly/1JEKW4I KARREN BRADY FROM THE APPRENTICE

6

How to draw up an action plan for a great 2016 bit.ly/1RFocmz

7 Are your staff down in the dumps? If so, here are three quick and easy ways to boost morale bit.ly/1OlXnze

march/april 2016 | firstvoice | 45

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NETWORKING

MEMBER SERVICES SO MUCH HAS BEEN ACHIEVED

by FSB in 2016 already, and with more plans in the pipeline our successes are sure to keep on coming.

Following our successful rebrand and relaunch of the website, February saw FSB host our Policy Conference in the Queen Elizabeth II Centre in Westminster. We welcomed decision-makers and thinkers including the Chancellor George Osborne, Head of Innovation and Creativity Programs at Google Dr Frederik Pferdt and Lord Adonis, Chairman of the National Infrastructure Commission.

We have also celebrated the successes of some fantastic businesses, thanks to the FSB Worldpay Business Awards, and the Chairman’s Dinner.

These events will be followed by FSB’s National Conference and Small Business Expo, to be held in Glasgow on 17-19 March. This is an opportunity to network, learn skills at the seminars and engage in the big issues that affect small firms throughout the UK. Events such as these secure our position as Britain’s leading business organisation, helping us to attract members and make our views even more important to those who run the economy.

Stallon says…

FSB member services As experts in business, we offer our members a wide range of vital business services including advice, financial expertise, support and a powerful voice in government. Some of the main products are listed below: ADVICE FSB Tax Investigation Protection: Free tax advice and tax investigation insurance FSB Legal Protection Scheme: Legal and tax support, insurance protection FSB Employment Protection: On-demand employment legal advice FSB Health and Safety Advice: Latest advice and training FSB Online Legal Documents: More than 200 factsheets and 500 legal documents FSB Financial Healthcheck: Independent business and personal financial planning FSB Care: Practical and emotional support for serious health conditions FSB Insurance Service: Free insurance-related advice FSB Energy: Better rates for business electricity and gas FINANCE FSB Cash Advance: Unsecured business loans FSB Business Banking: Exclusive business banking package FSB Workplace Pensions: Auto-enrolment and workplace pensions FSB Independent Financial Services: Independent business finance advisors FSB Card Payment Terminals: Maximise your sales opportunities with card payments FSB Card Payment Processing: Take payments wherever you’re doing business FSB Fuel Card: Simplify your fuel purchases SUPPORT FSB Networking: Regular business networking breakfasts or events across our 33 regions FSB Print and Mail: Save more than 70 per cent on print and mail costs FSB Business Leads: Data services for high-quality marketing campaigns FSB Vehicle Services: Vehicle advice and support FSB Communications: Expert advice and the best deals FSB Lobbying: Champion causes closest to your business FSB Business Continuity: Free business continuity report

DAVE STALLON is Operations Director at FSB

Make sure you are making the most out of your membership. For more information, visit fsb.org.uk/benefits or call customer services on 0808 20 20 888

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While every care has been taken in the compilation of this magazine, errors or omissions are not the responsibility of the publishers or of the editorial staff.

Opinions expressed are not necessarily those of the publishers or editorial staff. All rights reserved. Unless specifically stated, goods or services mentioned are not formally endorsed by FSB, which does not guarantee or endorse or accept any liability for any goods and/or services featured in this publication.

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SELLING or BUYING a business? that’s OUR business‌

Garden Centre FH ÂŁ799,000

Exeter X31397N

8 acre site close City & major roads 5 bed bungalow suit 2 families Adjoining fields, barns, buildings Sales ÂŁ400,000, scope coffee shop

Devon

01404 813762

Leather Clothing & Accessories LH ÂŁ35,000 M32040K

Visual Audio Equipment FH ÂŁ290,000 M31252X

Two Ladies Fashion Shops FH ÂŁ140,000, LH ÂŁ39,000 W32384J

Long established in Worcester Courtyard town centre shop High gross profit 55% Sales over ÂŁ100,000 per annum

Provides a ‘one stop shop’ with scope Est 25 years, excellent reputation Light industrial premises optional Sales ÂŁ385,320 ex vat GP ÂŁ169,282

Award winning occasion wear business Combined package or separate shops Numerous top designer supply deals ÂŁ200,000 t/o, fabulous opportunity

W Midlands

01543 411036

Somerset

01179 606563

S&W Wales

01633 868609

x EM&F have regional offices throughout the UK x Successfully selling businesses for over 50 years x Selling a business? For a FREE market appraisal visit our website www.emfgroup.com

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the better business agent ‌

Head Office 01404 813952

march/april 2016

15/02/2016 09:11

| firstvoice | 47

19/02/2016 08:25

NETWORKING

THE GOODS

PRODUCT OF THE MONTH

Picture this From a wearable 4G camera and a device that allows you to videoconference on the move to protection against power cuts and floods, we’ve got a gadget to help

1. EE 4GEE Capture Cam

The first wearable 4G camera is ready to roll. EE’s 4GEE Capture Cam, which weighs just 90g and clips easily onto clothing, can broadcast live, high-def video at the touch of a button.

Its 8Mp camera can also take still images, and 4GB of internal memory can be boosted to 64GB with a memory card. A corresponding app, available on iOS and Android, enables smartphone control. The device is also compatible with Skeegle live streaming. Pricing starts at £10 per month with 1GB of data. ee.co.uk/capturecam

2. LiveSmart

A healthy workforce is a happy, more productive one. LiveSmart is a kit that enables employees to receive a comprehensive wellness test, either at home or in the office, without recourse to a doctor, for just under £100.

A simple, finger-prick blood test covers every major biological system – cardiovascular, metabolic, liver, kidney, bone, blood and immunity – and results are available within five working days, along with advice on lifestyle and any appropriate dietary supplements. getlivesmart.com

3. Epson LabelWorks LW-Z900FK

Epson’s latest hands-free label printer is designed to handle industrial-scale jobs quickly, efficiently and affordably.

Designed for electrics and cabling, but also able to handle pipes and machinery, the LabelWorks LW-Z900FK produces a range of labels at a resolution of 360dpi. An automatic cutter creates full or half-size tags, while text entry is via a central keyboard or an external PC. The cost is just under £360. epson-europe.com

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4. SwannOne

SwannOne puts control of your home or office security at your fingertips. The wireless, appcontrolled system – which is available for Android and iOS smartphones – can also keep tabs on heating and lighting, turn electrical items on or off remotely, and optimise energy usage to save money on bills.

Starter kits are available for just under £200. The full suite is on sale for about twice that amount, while individual components can be purchased for around £23. swannone.com

5. Logitech ConferenceCam Connect

Logitech’s ConferenceCam Connect enables full HD videoconferencing no matter where attendees happen to be.

The device is small and portable, with 1080p capability, a 90° field of view and sophisticated duplex sound.

The £450 device’s battery can handle up to three hours of video, while Bluetooth enables wireless connectivity to your phone. Compatibility with other videoconferencing software is comprehensive. business.logitech.com/en-gb

6. UK Powertech BlackCurrent

Even a brief power cut can have critical consequences. UK Powertech’s BlackCurrent ensures critical electrical equipment in an office is kept running while the outage is rectified.

The units, available in 300 and 600W configurations – priced at £1,200 and £1,500 respectively – store electrical energy from the mains in batteries. Should a power failure occur, pure, safe sine wave power is available within 20 milliseconds and for at least two hours thereafter. ukpowertech.com

7. Megasecur Water-Gate

As this winter has proved in parts of the UK, investing in flood defences is money well spent. Megasecur’s Water-Gate, available through Flood Protection Solutions, is a temporary, rapidly deployable barrier that uses the weight of floodwater itself to create an effective seal.

Already used as an emergency measure by the Environment Agency, Water-Gate can also contain chemical spillages. Cost depends on the size, but the smallest unit costs about £650. floodprotectionsolutions.co.uk

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NETWORKING

MY BUSINESS

Tell us about your business…

Green Rendez-Vous delivers freshly handmade, organic, healthy meals, protein snacks and desserts to vending machines. We offer vegan, vegetarian and low-gluten menus, and adjust our recipes with the seasons. We source ingredients locally where possible, supporting local communities, and donating unsold products to charity.

Last year, we gave all our profits to charity, too.

How did you come to start up?

I disliked sitting all day at a computer in my previous job, and had a hard rd time at lunch finding affordable, dable, highquality, fresh,, healthy snacks. I had the idea of making these more accessible. ble. I started in March last year. ear.

I believe that hat healthy living helps people to be happy, by reducing anxiety, xiety, boosting self-confidence, nce, strengthening harmony between ween the mind and the body, y, and optimising sleeping cycles. es.

Can you run n me tthrough hrou hr ough gh a typical day? ay?

A After making sure that our o units are ready for the th day, I focus on finding new locations for fo our expansion. I listen to customers, as li they th often tell us where they th would like to find us, u and go from door to door, introducing Green Rendez-Vous to G universities, hospitals, u shopping centres, offices sh es and a public places.

The chef and I also have regular meetings, to source healthy ingredients and develop new recipes. Then there’s the usual daily things entrepreneurs have to do: managing storage, stocks, packaging, payroll, deliveries, accounting, employee training and so on.

What’s been the highlight for your business so far?

We are operating at the ExCel London exhibition centre, and we recently launched our second unit in Canary Wharf.

What’s the strangest question you’ve had from a customer?

“Are your desserts vegetarian?”

eco-friendliness, customer satisfaction,and the ability to help those in need. As well as donating unsold items to charity, we develop partnerships to help fight hunger, food waste and obesity in the UK. MY BUSINESS

Juliette Polge de Combret Having struggled to find healthy and accessible lunches, Juliette Polge de Combret hit on the idea of fresh meals supplied from vending machines

What one thing couldn’t your business function without?

And the hardest part about it?

The entire business relies on yourself. Nothing happens unless you work hard.

If you could go back and change one thing, what would it be?

I would have taken a picture of a giant Darth Vader eating our chicken Caesar salad at Excel Comic Con last October.

How does your FSB membership help?

FSB provides 24/7 advice via a dedicated helpline and legal support to UK start-ups, together with documents available online. This was particularly useful to us as we took on our first employee.

Where will the business be in five years’ time?

Our customers. We value customer feedback, suggestions and pictures posted on social networks.

We are delighted when people suggest new recipes that our chef can develop.

We are aiming to expand throughout London. We would like to expand to 10 units by the end of this year.

We also want to invest in an eco-friendly refrigerated van.

What’s the best thing about working for yourself?

Could you feature in My Business? Email firstvoice@ redactive.co.uk with My Business in the subject line, explaining why your firm is a little bit different

Being able to share the values I have at heart: sustainability,

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IS YOUR EYE ON THE SHA-256 DEADLINE? Payments and report collection via Bacs services will be affected by imminent security updates.

From 13 June, the security updates (called SHA-256 SSL and TLS 1.1 & 1.2) may affect your payment submissions.

Unless your computer and software are compatible, you will not be able to make payroll or supplier payments or collect Direct Debits or payment reports.

You must act now to make your computer, browser and payment software ready.

Don’t get caught with your eyes closed. www.bacs.co.uk/sha-2

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17/02/2016 11:49

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18/02/2016 10:08